L3 - ACT - Continuously raise the bar; Ensure results with speed; Meet customer expectations
5. 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
1. Guiding dealers in the region with respect to monitoring & handling dealer network
2. Identifies training requirements and organizes training for dealership manpower
3. Gather and disseminate market intelligence by keeping track of competitor products as well as services
4. Coordinate with dealers in manpower recruitment for workshops
5. Execution of projects in the area as determined by the RSM/H.O. from time-to-time
6. Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction
7. Kaizens and Stock planning & correction
c) Systems & processes
1. Ensures the adherence to the company’s service standards by all dealer workshops & branches across the region
2. Implementation of Total Productivity Management way of working
3. Implementation and audit of Service Quality Systems
4. Conduct Dealer Service Standard (DSS) audit and ensure 100% compliance of all dealers; initiate corrective actions for non-conforming dealerships
5. Work on reduction in service turn-around time and no. of repeat jobs, minimize cost/time deviations, etc.
d) Customer relationship management
1. Enhancing the customer satisfaction levels in all dealer workshops
2. Guiding dealers in speedy resolution of critical customer issues and work for prevention of such issues
3. 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
1. Continuously get feedback about product performance & product failures, perform root cause analysis, and update the manufacturing and R&D teams through RSM
2. 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
