ASST MGR (SERVICE - PB) - Pune RO - Mumbai

INTERACTION WITH STAKEHOLDERS Internal External Direct Probiking>Network Planning Development, Probiking>Service, R&D>2W Dealership, Customers, Industry Experts Indirect Probiking>Sales Vendors JOB REQUIREMENTS Educational Qualifications Essential: Engg- Mech || Automobile Engineering, Mechanical Engineering Preferred Institution: NIT & Equivalent Desired Qualification: Graduate||Any stream/branch || Work Exp Min: 3 Max:8 Industry Specification Automobile, Auto Components, Consumer Durables Addnl Requirements Location

• Mumbai hub Age Min: 25 Max: 35 Need for travel 80 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 KEY RESPONSIBILITIES a) Dealership profitability

1. Planning and monitoring the achievement of the service targets in the area
2. Execution of primary service network (dealer workshops & branches) and secondary service network (Certified Service Technicians and Power Technicians) expansion activities
3. Identification of service gaps and recommend new dealer workshops/branches
4. Promoting the sales of Bajaj Genuine Spares and Bajaj Genuine Oil
5. Promoting referral sales by providing service support
6. Handholding of dealers for the achievement of customer retention targets and overall dealership profitability b) Capability building
7. Guiding dealers in the region with respect to monitoring & handling dealer network
8. Identifies training requirements and organizes training for dealership manpower
9. Gather and disseminate market intelligence by keeping track of competitor products as well as services
10. Coordinate with dealers in manpower recruitment for workshops
11. Execution of projects in the area as determined by the RSM/H.O. from time-to-time
12. Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction
13. Kaizens and Stock planning & correction c) Systems & processes
14. Ensures the adherence to the company’s service standards by all dealer workshops & branches across the region
15. Implementation of Total Productivity Management way of working
16. Implementation and audit of Service Quality Systems
17. Conduct Dealer Service Standard (DSS) audit and ensure 100% compliance of all dealers; initiate corrective actions for non-conforming dealerships
18. Work on reduction in service turn-around time and no. of repeat jobs, minimize cost/time deviations, etc. d) Customer relationship management
19. Enhancing the customer satisfaction levels in all dealer workshops
20. Guiding dealers in speedy resolution of critical customer issues and work for prevention of such issues
21. Coordinate with the service support team for the speedy resolution of customer complaints on the company website and consumer forums/legal cases e) Product support
22. Continuously get feedback about product performance & product failures, perform root cause analysis, and update the manufacturing and R&D teams through RSM
23. 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