Job Description

Job Purpose - FSE (Service & Parts)



Plan, review and monitor annual performance on service parameters including parts lubes and Labor. Identify and resolve all issues for service with the objective of achieving annual service and parts targets. Enhance reach, response, relationship and systems within organization's service strategy and process and system guidelines.

Dimensions: -

Reporting through Superiors / Managers : RSM, Product Support.

Reporting through Subordinates : Field technicians

Position Responsibility : Karnataka field support

JOB RESPONSIBILITIES: -

a) State Manager (Service & Parts)

• Product Support - Ensuring required activities of PDI, Installations and services are carried out to ensure better product performance.
• Direct Service & Customer Support - Achieving highest level of Customer satisfaction. Smooth handling of customer/dealer complaints and reporting back for improvements with suggestions
• Network Development - Parts sale and revenue increase. Uplifting service facilities and parts availability.
• Parts & Lubes - Genuine parts and lubes sales for better machine life.
• Relationship & Effective budget control - Strengthening after sale support capabilities of Self & Dealers team - Budget control.
• Flagship product support - Dealer service readiness / training / parts availability / uptime
• Ensuring Dealer NPS as per global Target (80%).
• Techno commercial Support

Background Information and Main Activities: -





FSE to ensure that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the organization work for. A very Strong Customer orientation, ability to lead team to execute end to end technical solutions, periodically review the actual dealer performance in terms of sales, service parts, systems, infrastructure, manpower, etc. through dealer conferences or visits; Provide inputs on enhancing dealer service profitability / performance in order to meet the NHI Ag service standards and maximize profitability and sales of service through adequate service, reach, response, relationship and systems. Conduct follow up and review execution of document translation, local lawyer appointment, etc. for legal cases in order to enhance the service delivery standards in terms of reach, response, relationship and system. Review implementation and adherence to manual systems such as registers, job card management, etc. and e-systems (inventory management and coupon entry). Review adherence to training calendar; Identify appropriate faculty for technical training to be held under regional technical training center, if required; Work with HR team to drive and support training. Identify training need, Conduct Training, Coordinate Training in different Functional areas, analyze post training effectiveness. Work with Technical cell / HR team to drive and support training. Create and share planning sheet with own team for inputs and head office for finalization; Discuss the annual dealer plan with large dealers and resolve issues.

Work Relationship: -


Internal
Field technicians, State sales managers, Tractor team, HO team & Training Centre, finance and capital .


External


Dealer, Call center, Sugar factories, key accounts & OEM .




Qualification, Age and Experience: -



Education-


DME, BE


Qualification-


Mechanical Engineering





Experience


8 plus year experience


Age


30-35 years



Job ID


32856
Job Type


Full-time
Location


Hubli
Experience


8 - 12 Years
Business Unit


AGRICULTURE SEGMENT
Organization


CNH Ind India Private Ltd
Posted


October 23rd 2024