gm-service- lucknow

posted
contact
randstad india
position type
permanent
apply now

posted
location
lucknow, uttar pradesh
function
Manufacturing
position type
permanent
experience
10 To 20
reference number
933182
contact
randstad india
apply now

job description

gm-service- lucknow

?GM SERVICE / SERVICE HEAD � DEALERSHIP including HI-END
JOB DESCRIPTION

KEY PURPOSE
The role of Service Head including Hi End is to ensure dealer profitability through customer satisfaction. He/ She has to lead workshop team who helps him/her in this endeavour. Service Head also needs to plan and work to build up manpower capabilities for present & future requirements. Service Head will ensure distinguish high end experience for the customers as per the scope of purple club.

DUTIES & RESPONSIBILITIES

Dealer Profitability
- Prepare business development plan in reference to service absorption ratio &
potential market to achieve Service Break-even as per Mahindra Calculation norms or certain percentage of growth over last year through stretched target and monitoring the same.
- Work out service market share, plan for retention and lost customer recovery to contribute towards business development.

Customer Satisfaction
- Preparing CaPs master action plan with an objective to provide excellence in customer service, bench marking industry best practices to delight customers and achieve minimum 90% T2B rating in overall satisfaction. Execute & monitor the same with concerned role holders regularly.
- Monitor & review trends of customer satisfaction indicators with concerned role holders and implementing action plan for improvement on regular basis. - Monitoring execution of contact calendar to create maximum number of
delighted customers.
- Reviewing concern Pareto to find out root cause and monitoring implementation of action plan to reduce number of concerns.
- Yearly planning, organizing and monitoring of service camp.
- Planning and organizing customer focus group meet.
- QWIK SERVICE - Monitoring and enhancing productivity.
- Planning and monitoring Door Step Service (DSS) operation � ensuring profitability and route adherence.

Capability Building
- Monitor service quality scores to improve repair & process quality at the dealership.
- Monitor MILE trained status of employees which shall not be lower than 80% at any given time.
- Skill matrix review to track quality of manpower & planning for developments through in-house training.
- Reward and Recognition scheme, planning & execution for customer care team.

Leadership Roles
- Planning requirements of manpower, hiring, orientation, fixing up job
responsibilities, targets, supervise and conducting appraisal.
- Readiness of second line by promoting existing manpower based on appraisal.
- Incentive scheme planning and disbursement for customer care team.
- Ensuring Employee Pulse Survey twice in a year and action planning based on
feedback to improve employee satisfaction.
- Create harmony among all the departments for effective team work.
- Manage operating expenses effectively.
- Initiating housekeeping, work place safety and hygiene.
- Decision on procurement, maintenance of tools, equipments & other resources.
- Smooth industrial relation.
- Field campaign (Retro) monitoring and completion within stipulated time line.
Miscellaneous
- Review of vehicle off road / open RO beyond allowable period.
- Improve productivity for optimum usage of infrastructure.
- Keep a tab on outstanding with debtors and follow up for recovery.
Hi End Service
- Capability development of Relationship Manager(RM).
- High focus on hygiene element and spic & span infrastructure.
- Facilitating RM with back end and floor team support to meet up commitments
made to customers.
- Monitor adherence of SOPs related to customers handling by Relationship
Manager.
- Monitor delivery level of purple club benefits to customer.
BAND
Departmental Head
SKILL REQUIREMENTS
- Ability to forecast business and budget for the service department.
- Ability to analyse and evaluate data and take corrective & preventive actions and create avenues for productivity and business growth
- Should have good interpersonal relationship and a good team leader.
- Ability to control costs within allocated budget.
- Ability to train, develop and motivate department employees.
- Eye for detail and be a process champion.
- Good understanding of MDW (DMS).
- Computer literate (MS Word, Excel, PowerPoint).
- Must have good communication and listening skills with high level of empathy.
JD-OCT 2012-05 Dealership Human Resource Manual
rvice function.


Benefits
?-Leading Automobile company
-Work Culture


Client Introduction
?Mahindra and Mahindra Limited (M&M) is an Indian multinational car manufacturing corporation headquartered in Mumbai, Maharashtra, India.[3] It is one of the largest vehicle manufacturers by production in India and the largest manufacturer of tractors in the world.[4] It is a part of the Mahindra Group, an Indian conglomerate.

It was ranked 21st on a list of top companies in India by Fortune India 500 in 2011.[5] Its major competitors in the Indian market include Maruti Suzuki, Tata Motors and Ashok Leyland.[

skills

?Service
-Automobile

qualification

?- Graduate / Diploma in engineering with management qualification preferred.
EXPERIENCE
- Minimum 10 years of experience in automobile workshop, service function.
- At least 5 years as Service Manager / department head role.