Service Manager
MAN Trucks India Pvt.Ltd
Total years of experience :11 years, 10 Months
• Achieve annual revenue target of Customer Care Division
• Increase CSI to Targeted Level
• Decrease repeat complain to Targeted Level
• Manage proper functioning of Customer Care Department.
• Ensure customer satisfaction, handle difficult customer complaint to maintain CSI.
• Ensure timely & quality after sales service.
• Plan and organize service promotion activities like Service campaign& Customers meet as per annual KAP
• Ensure follow of guidelines for workshop and service according to related Principles.
• Ensure PDI and new vehicle /machine delivery as per principle’s Checklist.
• Equip workshop with all necessary tools & equipment and ensure periodic maintenance and calibration of tools, equipment’s and infrastructure.
• Coordinate with principles to maximize customer satisfaction.
• Regularly update on principles policies and guidelines issued from time to time
and ensure their implementation.
• Coordinate with sales to support them and maintain cordial relationship.
• Monitor settlement of free service coupon bills and warranty claims with principles.
• Conduct user’s awareness training program in workshop and site as well.
• Ensure proper housekeeping of Workshop area
• Ensure all the reports sent to the respective departments as required by management.
• Conduct weekly meeting with service team.
• Ensure timely closure of non-compliance raised by audit
• Supervise, evaluate and motivate subordinates.
• Co-ordinate spare parts in-charge for inventory control and spare parts order to principles.
• To ensure that both the Field Service and Workshop Service teams have adequately trained Mechanics and Technicians in place to full fill the requirements of the projected and none planned service and maintenance jobs.
• To resolve all service and maintenance jobs professionally and in an efficiently manner and ensure customers’ delight.
• To ensure the correct level of supervision is available at all times and that working hours are so determined to cover normal, out of hours and contact work.
• To prepare, manage, monitor and control the budget and business expenses and for equipment, manpower and any other related item.
• To have an understanding about Customer Relationship Management and make regular customer visits.
• To work closely with the Parts Warehouse, Inventory & Logistics Manager and the Parts & Service Marketing Manager.
• To have a good knowledge about QHSE and ensure SAFETY is applied in the work place and that regular SAFETY meetings take place at least once per week.
• Facilitate to implementation of service quality standard, the important part of strategy and procedure for the smooth operation of workshop service sales activities.
• To conduct the daily inspection activities based on the implementation of SQS for both work shop, ASC within and outside Kathmandu.
• Ensure the vehicle problem solving and delivering procedure performed on schedule and time.
• Ensure to prepare workshop service progress report from each outlet and present to the management on requirement basis and condition of principal companies.
• Analysis and resolve any of the customers complain of dissatisfaction regarding dealings product and problem solving.
• Analysis and properly implement the customer enquiry tracking (card, board, manual and computerized) system on time and its policies.
• Counsel ASC’s on policies and operating procedures to ensure functional effectiveness of business.
• Assist to conduct periodic ASC’s viability studies in all aspects.
• Propose the appropriate workshop service sales plans model wise and ASC wise monthly, quarterly, sales target and ensure these are met or enhance.
• Facilitate to review marketing potential of new and existing ASC’s considering market potential and modern workshop service sales trends.
• Responsibilities to analyze the lost case for 4 wheelers vehicles for every ASC and resolve the trouble on timing basis.
• Conduct the auditing activities of workshop facilities/service based on CI manual follow up for every outlet including ASC’s on time to time.
• Prepare and present the periodic reports to the concerned authority on all activities performed.
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MBA graduate with Magna Cum Laude.
