Territory Manager- Service

Hero MotoCorp Ltd.; Patna; On-site; INR 850,000 - 1,250,000; Full time

Job summary

Hero MotoCorp Ltd. invites an experienced aftersales professional to lead and optimize the zone's service operations.

You will coordinate between the head office and dealer network to ensure consistent SOP execution, while owning the parts retail business and driving VAS growth within the workshop. You will act as the senior escalation authority for service issues, aiming to improve customer satisfaction and first-time resolution across the zone by coaching dealer staff and implementing

Qualifications

• 5-7 years of relevant experience in technical issues resolution in the bike industry.
• Deep knowledge of workshop operations.

Responsibilities

• Streamline communication between the HO and the dealer network to ensure consistent execution of SOPs across the zone.
• Take ownership of the dealership's parts retail business, implementing sales initiatives to achieve overall Parts Turnover & Service Retention for the zone.
• Drive the growth of VAS within the workshop by implementing initiatives and upselling strategies.
• Serve as the final authority for service and technical escalations within the zone/state, ensuring timely and satisfactory resolution of customer grievances.
• Drive zonal CSAT scores by reducing the volume of repeat complaints and improving the First-Time Resolution rate for customer complaints.

Skills

Problem solving

Stakeholder management

Negotiation

Technical issues resolution

Job description

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Ownership of aftersales operation within the state.This includes driving service revenue,ensuring customer satisfaction and handhold the Dealers to improve service efficiency and productivity.Ensure premium customer experience and drive aftersales business.

A Day in the life

Streamline communication between the HO and the dealer network to ensure consistent execution of SOPs across the zone
Take ownership of the dealership's parts retail business, implementing sales initiatives to achieve overall Parts Turnover & Service Retention for the zone
Drive the growth of VAS within the workshop by implementing initiatives and upselling strategies
Serve as the final authority for service and technical escalations within the zone/state, ensuring timely and satisfactory resolution of customer grievances
Drive zonal C sat Scores by reducing the volume of repeat complaints and improving the First-Time Resolution rate for customer complaints
Provide end-to-end handholding for dealer staff, acting as a subject matter expert to resolve queries and ensure a seamless Premium Brand delivery at every touchpoint

Technical Skills/Knowledge

5-7 years of relevant experience in technical issues resolutione in the bike & deep knowledge of workshop operations

Behavioural Skills

Problem solving, negotiation & stakeholder management

What will it be like to work for Hero

As theworld’s largestmanufacturer of motorcycles and scooters for the last22 years, Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India’s proudest legacy, a brand that is celebrated by110 million Indiansand is now taking over the world with its manufacturing superpower. If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best.Choose to be with the best, choose to be your best.

About Hero

Headquartered in New Delhi (India), Hero MotoCorp is theworld's largestmanufacturer of motorcycles and scooters for 22 consecutive years. We are at the forefront of developing modern, technologically superior and eco-friendly mobility solutions for its millions of customers around the world.

Hero MotoCorp has rapidly transformed into a true multinational organization with a presence in47 countriesacross Asia, Africa, Latin America and the Middle East.

We have achieved the coveted milestone of110 million cumulative productionand sales since inception. Aligned with its Vision“Be the Future of Mobility”, Hero MotoCorp plans to achieve its next100 million sales by 2030.

We have a globally benchmarked manufacturing and Research & Development (R&D) ecosystem that is spread across global geographies. Its R&D facilities are located in India and Germany - the Centre of Innovation and Technology (CIT) at Jaipur, India, and the Tech Centre Germany (TCG), near Munich. Hero MotoCorp’s eight ‘green’ manufacturing facilities are spread across India (6), Colombia (1) and Bangladesh (1).

Hero MotoCorp is the pre-eminent leader in the Indian two-wheeler market. It is the only motorcycle manufacturing company listed in Dow Jones Sustainability Index.

In 2022, Hero MotoCorp launched a separate brand for emerging mobility solutions, including Electric Vehicles (EV) -VIDA, Powered by Hero. VIDA has commenced sales of VIDA V1 – its first EV – in India and plans to launch the product in global markets.

We are one of the largest global corporate promoters of multiple sporting disciplines. Hero is globally associated with golf, football, field hockey, cricket and motorsports. Hero MotoSports Team Rally is one of India’s flag-bearers in global rally racing. The iconic golfer Tiger Woods is Hero MotoCorp’s Global Corporate Partner.

Recruitment assessments – We at Hero are equal opportunity employer and committed to a policy of treating all its employees and job applications equally. Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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