Job Description

Group Company: TVS Motor Company

Years of experience: 4 to 8

Salary Range: INR to (Annual)

Position description: Achieve customer satisfaction & service business growth in the given area by improving Productivity, Process and people development

Primary Responsibilities:

• 1. Business growth & Profitability:
• A. Expand the service network to improve service reach, Capacity and market share.
• B. Improve retention of lost customers
• C. Improve the service share in the area by improving inflow at AMDs & ADs.
• D. Implement new service projects like Express Service etc in the area.
• E. Ensure Dealer profitability by improving operational efficiency
• F: Conduct DoE to identify newer & more effective means
• G. Improve productivity of ADs through AD BDMs
• H. Establish Process like Appt, DMS Usage & Parts availability across network
• 2. Customer Satisfaction:
• A. Listen to Voice of customer - Dissatisfied and Satisfied and analyzeKey parameter which results in customer Satisfaction for taking improvement actions
• B. Identify the dealers who need to improve CSI score significantly, Visit dealeship to understand the root cause and Ensure Rootcauses are addressed as per timline agreed
• C. Review periodically and monitor the improvement actions for CSI score there by reduce dispersion of dealers by improving bottom box dealers
• D. Review the status of customer complaints resolution with the TM and provide feedback to HO.
• E. Create Benchmark dealers (9.00+ category)
• 3.People Management:
• A. Review and coach TM service & Service Engineers towards dealership/ASC actions and Improvement.
• B. Own the structure of his/her organization in terms of resourcing, development, retention and get the best out of the team.
• C. Review the manpower at dealership for current and future in terms of quantity and quality.
• D. Plan movement of TMs & SEs with broad agenda for using their visits productively.
• E. Attrition reduction by addressing HR issues
• F. Improve effectiveness of ADBDMs
• G. Improve effectiveness & productivity by inculcating means to share Best Practices

Additional Responsibilities:

Reporting Team

• Reporting Designation:
• Reporting Department:

Educational qualifications preferred

• Category: Bachelor\'s Degree, Diploma

• Field specialization:
• Degree: Bachelors degree, Diploma

• Academic score:
• Institution tier:

Required Certification/s:

Required Training/s:

Required work experience

• Industry:
• Role:
• Years of experience: 4 to 8

Key Performance Indicators:

Required Competencies:

Required Knowledge:

Required Skills:

Required abilities

• Physical:
• Other:

Work Environment Details:

Specific requirements

• Travel:
• Vehicle:
• Work Permit:

Other details

• Pay Rate:
• Contract Types:
• Time Constraints:
• Compliance Related:
• Union Affiliation:

TVS Motor Company