MGR (SERVICE - UB) - Delhi RO

Bajaj Auto Limited; Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Bajaj Auto Limited in Delhi is seeking a Regional Service Network Manager to drive expansion of the service network and achieve service targets. You will ensure adherence to service standards across dealer workshops and branches, and provide product support to manufacturing and R&D teams.

Key responsibilities include expanding the primary and secondary service networks, promoting genuine spares and oil, and building dealer capability while maintaining customer satisfaction and dealership

Qualifications

• Educational Qualifications: Essential: Engg- Electrical, Electronics & Computer Science or Electrical & Electronics Engineering.
• Preferred Institution: Any Premier Institute.
• Work experience: Min 3 years, Max 10 years.

Responsibilities

• Plan and monitor the achievement of service targets in the area.
• Execute expansion of primary service network (dealer workshops & branches) and secondary network.
• Identify service gaps and propose new dealer workshops/branches.
• Promote Bajaj Genuine Spares and Bajaj Genuine Oil.
• Promote referral sales by providing service support.
• Handhold dealers to achieve customer retention and profitability.

Skills

Dealership management

Workshop management

Total Productivity Management

Product technical knowledge

Market knowledge

Legal knowledge

Basics of finance

Project management

Education

Electrical/Electronics Engineering

Job description

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Responsible for expansion of service network in the assigned area, achievement of service targets, adherence to service standards across all dealer workshops/branches and product support to manufacturing/R&D teams

INTERACTION WITH STAKEHOLDERS

• Internal
• External
• Direct
• Indirect

JOB REQUIREMENTS

• Educational Qualifications
• Essential: Engg- Electrical, Electronics & computer science || Electrical And Electronics Engineering
• Preferred Institution: Any Premier Institute
• Desired Qualification: ||
• ||
• Work Exp
• Min: 3
• Max:10

KEY COMPETENCIES

• Technical/Functional
• 1. Dealership management
• 2. Workshop management
• 3. Total Productivity Management
• 4. Product technical knowledge
• 5. Market knowledge
• 6. Legal knowledge
• 7. Basics of finance
• 8. Project management
• Behavioural
• L3 - ACT - Continuously raise the bar; Ensure results with speed; Meet customer expectations

5. KEY RESPONSIBILITIES

1. a) Dealership profitability
   1. 1. Planning and monitoring the achievement of the service targets in the area
   2. 2. Execution of primary service network (dealer workshops & branches) and secondary service network (Certified Service Technicians and Power Technicians) expansion activities
   3. 3. Identification of service gaps and recommend new dealer workshops/branches
   4. 4. Promoting the sales of Bajaj Genuine Spares and Bajaj Genuine Oil
   5. 5. Promoting referral sales by providing service support
   6. 6. Handholding of dealers for achievement of customer retention targets and overall dealership profitability
2. b) Capability building
   1. 1. Providing guidance to dealers in the region with respect to monitoring & handling dealer network
   2. 2. Identifies training requirements and organizes training for dealership manpower
   3. 3. Gather and disseminate market intelligence by keeping track of competitor products as well as services
   4. 4. Coordinate with dealers in manpower recruitment for workshops
   5. 5. Execution of projects in the area as determined by the RSM/H.O. from time-to-time
3. c) Systems & processes
   1. 1. Ensures the adherence to the company's service standards by all dealer workshops & branches across the region
   2. a. Implementation of Total Productivity Management way of working
   3. b. Implementation and audit of Service Quality Systems
   4. c. Conduct Dealer Service Standard (DSS) audit and ensure 100% compliance of all dealers; initiate corrective actions for non-conforming dealerships
   5. d. Work on reduction in service turn-around time and no. of repeat jobs, minimize cost/time deviations, etc.
   6. 2. Taking decisions on warranty claims
4. d) Customer relationship management
   1. 1. Enhancing the customer satisfaction levels in all dealer workshops
   2. 2. Guiding dealers in speedy resolution of critical customer issues and work for prevention of such issues
   3. 3. Coordinate with the service support team for speedy resolution of customer complaints on company website and consumer forums/legal cases
5. e) Product support
   1. 1. Continuously get feedback about product performance & product failures, perform root cause analysis and updates the manufacturing and R&D teams through RSM
   2. 2. Involve in planning and executing new product launches and conduct pre-launch field trials

The above list is not exhaustive and could evolve with changing needs & priorities of the company