Summary Of Job Profile :

Responsible for improving the After Service Performance of the Product through adhering the SLAs with different customers and contribute towards business goals of the company.

Major Responsibilities :

1. Dealership Development as per the population growth in the assigned area/region.

2. Periodic audits of the Dealers and supporting them to achieve the desired level of performance in SLAs. Recommend for discontinuance of the Dealers if they do not come up to the expectations despite of all positive efforts.

3. Discuss, negotiate, signing off the SLAs with different customers viz- Telecom/Retails/ Institutions.

4. SLA adherence as per targets.

5. Developing the team, team of the dealers/ OEAs through providing on the job/vestibule training and ensure the adequate level of competence to meet the desired levels of SLAs.

6. Executing periodic audits at dealers and continuous support them to achieve the business targets/ SLAs.

7. Monitoring, analysis of CPT [Complaints per thousands] in the assigned area/ region and endeavor to reduce the CPT as per the business targets. Review the action plans periodically with the team.

8. Ensuring the trained manpower is available with the dealers/ OEAs hence periodic plan training programs to update the competence level of the team members. Also keep the records of the trainings done : on the job / vestibule.

9. Ensuring resolution of complaints of Engines and Gen Sets as per the MTTR Targets.

10. Submission of Spares business AOP - Stocking of critical spares at dealerships - Stocking of Dynamic EOR. Ensuring the minimum level of the inventories are maintained at dealership end.

11. Ensuring the AMC/ CMCs as per the targets, review the performance periodically with the team members/ OEAs/ Dealers. Initiate corrective and preventive measures to achieve the business targets.

12. Ensuring the Parts Sales as per the targets.

13. Timely generation of Purchase Orders/ Receipt of Invoices from Dealers/verification/SAP entry/releasing payment to dealers.

14. Follow up for the payment from the OEAs/ Dealers for the Services/ AMC/ Parts etc and ensure timely receipt of the payments as per targets.

15. Periodically conducting Customer Satisfaction Surveys and strive to exceed the CSI with different customers.

16. Continuously collecting the feedback regarding the Product Performance from the Field and communicate the same to the senior officials.

17. Ensuring the up-dation of the Internal Service Portal, Periodic Management of the Service Portal. Regular Status update over the Field Trials.

18. Explore, support, trial for New Engine Application Process, Development of new engine applications in the assigned territory/region.

19. Periodic assessment of the performance of the team, Identifying TNIs/ TNAs and sparing them for trainings being conducted by Internal/ External faculties.

20. Resolving the issues of the team periodically, escalate the critical issues to the senior officials and ensure time resolution of critical issues to maintain high level of confidence and motivation among the team.

21. Managing Service Warrantee issues; collection of technical information/ data, take up with the senior management resolution of warrantee issues and endeavor for reduction in the per engine warrantee cost.

22. Maintaining and submitting the periodic MIS pertaining to the major business parameters with desired frequency to the management.

Key Deliverables :

SLA adherence : planned v/s actual.

- Reduction in the MTTR : Engines/ Gen Set: planned v/s actual.

CPT reduction; planned v/s actual.

- Spares Sales; planned v/s actual.

AMC/ CMC revenue: planned v/s actual

- Dealership development: planned v/s actual.

- Outstanding as per SLA: Zero.

- Inventory of Spares at dealership/ OEA: planned v/s actual.

- New Application Development support: planned v/s actual

- Team Development: planned v/s actual.

Competencies required for the role :

Technical Competencies Behavioral Competencies :

- Product Knowledge

- Channel management

- Designing/ drafting SLAs/ Techno Commercial Acumen.

- Warrantee administration.

- Institutional Relationship Management

- New business opportunity identification and evaluation

- Market Competitor Intelligence

- Innovation and Creativity.

- Managing People

- Walk the talk

- Customer Focus & Quality

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