Service Head
Bharat Benz
Total years of experience :8 years, 7 Months
Service Head of Bharat Benz Dealership in Nagapur Region.
DGM of Operations of Isuzu Passenger Vehicles in Kerala Region.
Branch Manager of Scania Heavy commercial Vehicle Dealership in Kerala.India.
1.Ensure superior customer experience during each interaction
2.Attend the customer complaint & allocate the work to technician team
3.Maintain excellent service quality with customers, at the point of enquiry & follow up
4.Maintain records in MIS.
5, Dealer Profitability .
6, Prepare business development plan in reference to service absorption ratio and market potential to achieve SAR or the certain percentage of growth over last years through stretched target and monitoring the same.
7, Workout service market share and plan for retention, lost customer recovery to contribute towards business development.Customer Satisfaction.
8, Preparing AOPs master action plan with an objective to provide excellence in customer service, benchmarking industry best practices to delight the customer and achieve minimum 90% T2B rating in overall satisfaction. Execution &monitoring the same with concerned role holders regularly.
9, Monitor execution of Sub 1Ton contact calendar to create a maximum number of delighted customers.
10, Reviewing concern Pareto & monitor implementation of an action plan to reduce the number of concerns.
11, Yearly planning, organizing and monitoring of service camp.
12, Planning and organizing customer focus group meet.
13, 45 MINUTES EXPRESS SERVICE - Monitoring and enhancing productivity.Capability Building.
14, Monitor repair quality scores and drive improvements.
15, Monitor MILE trained status of all employees which shall not be lower than 80% at any given time. 16, Skill matrix review to track the quality of manpower and planning for developments through in - house training.
17, Reward and Recognition scheme, planning & execution for customer care teams.
Responsible for all aspects of day to day people management within the team including
coaching, mentoring, change management, training, recruitment, performance
management, absence, and discipline.
• Work Allocation - Plan and organise the maintenance of all company vehicles, ensuring that
service and inspection intervals are adhered to.
• Organise the team so that all repairs are carried out to the highest standards and regular
inspections are made of the teams overall workmanship and care including addressing any
training needs.
• Create and maintain a good working relationship with the Traffic Office and wider
Management team so that the needs of our customers can be met at all times and the
vehicles can be fully utilised on profitable work for the company.
• Deal with all aspects of the company’s obligations to the Department of Transport including
vehicle annual tests, record keeping and fleet inspections.
• Ensure that you and the team adhere to the Health and Safety at Work Act and that any
other employees entering the workshop conform to that legislation.
• Budget management of all items involved in the running of the workshop including staffing
costs.
• Maximise efficiencies across all areas.
• Maintain the stock system and ensure that any ordered parts are the best value for money
available at the time they are needed. Stock levels are not above the pre-agreed limits.
• Rota Management - Manage and maintain a balanced team to cover the workload and
ensure that you have adequate breakdown cover at all times outside the working day.
• To make sure that Drivers’ Defect notices are dealt with correctly and all completed defect
notes are stored properly.
• Advise the Directors on vehicle replacement and purchasing policies, displaying a sound
knowledge of new vehicle types and vehicle related products.
• Along with team deal with all warranty and vehicle manufacturer issues.
• Be a team player and lead by example in line with our core values to increase motivation and
create a sense of pride within the team.
BBA-Operation Management.
