June 19, 2024 Job Description:
| Designation | Area Service Manager | Function | Service |
| Reporting to | Zonal Service Head | Grade | M4 |
| Minimum Educational Qualifications required for the job. | Bachelor of Engineering / Diploma in Engineering | Minimum years of Experience required for the job. | Total Experience: 7yrs-8yrs |
| Technical Competencies: | Behavioural competencies |
|
– Product Knowledge – CRM Knowledge |
– Problem-solving – Negotiating & deal-making ability – Networking skills |
FUNCTIONAL OBJECTIVE OF THE POSITION:
Ensure superior customer satisfaction and business profitability through excellence in customer service.
JOB RESPONSIBILTIES:
Service Network Management
- Appointment of the appropriate ASP network in the assigned area.
- Regular visits to ASP & SSD for the area assigned.
- Regular Product Training at ASP & SSD for the area assigned.
- Ensure availability of required spare- parts at ASP & SSD.
- Service channel planning, network evaluation and network correction to augment sales at branch / region.
Dealer Management
- Responsible for clearing defective products at dealer’s end.
- Educating dealers on the service policy.
- Responsible for training SSDs on CRM.
- Ensure timely reconciliation of SSD’s commission.
- Regular visit at Dealer’s counter as per planned PJP.
- Responsible to handle LC/VRF service operations along with retail operations.
Revenue Generation
- Responsible for AMC sales revenue.
- Responsible for sales of spare parts(Camipro Revenue).
Customer Satisfaction
- Ensure that all service calls and deliverables are attended and completed successfully with in defined response time.
- Monitor Repeat Repair Ratio – ASP Wise.
- Monitor High TAT Calls > 5 days – ASP Wise.
- Monitor Open Calls – ASP Wise.
- Maintain database for Happy Call Satisfaction Score.
- Monitor KPIs achievement- ASP Wise.
Monthly MIS
- Preparing & sharing weekly/monthly Service MIS (Service Pendency/ Reason of pendency/ Pending because of party availability etc).
Governance
- Must ensure weekly / Monthly performance review meeting with Branch Manager/Zonal Manager on Service Issues.
Environment Health & Safety
- Responsible for training on EHS and audit.