Manager (Area Service Manager), Aftersales - NMIPL

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JOB DESCRIPTION Job Title: Area Service and Parts Manager (ASPM) Location: Chennai JOB PURPOSE: Responsible for Customer Satisfaction, Customer Voice Management, Aftersales Business & Dealer Operation and profitability for the assigned area (Karnataka State) Management of Dealer a EXPECTED END RESULTS MAJOR ACTIVITIES Aftersales Revenue PMD includes Aftersales revenues (retail level at dealer or at wholesale level to dealer) Identify opportunities and performance gaps on an outlet level related to key NSC revenue initiatives such as Express Service, Service Contracts, tire program, CRM, etc... Review Dealer and Service Advisor performance in terms of retention and sales per unit received - including analysis for Lost customers activities Review Parts wholesale opportunities, IRF & Commodities business . Review dealer appointments ensuring healthy appointment ratio to ensure workshop balance Works with dealer sales personnel to ensure dealer meets accessory sales targets and Accessory business promotion Provide forecast of month-end and future Parts sale per assigned dealers Support in the development of outlet level annual business plans including periodic reviews on progress (PDCA) Monitor Dispersion Management on KPI performance Increase Network expansion in Tier 3 / Tier 4 as per DND plan Marketing Explains NSC's Aftersales related marketing communication programmes Review outlet service marketing plans including advertising spend as well as assess the effectiveness of their efforts. Include reviewing dealer CRM program, service reminder calls, seasonal campaigns, and other related activities Provide recommendations on new & innovative ways to enhance service marketing efforts to increase customer retention Support NSC in national efforts like annual roadside assistance programme, trade shows, Aftersales display in motorshows, etc.... Incentive Support NSC Aftersales leadership to develop incentive programmes to meet revenue and CSI targets. Also responsible for cascading this program to the dealers. Help Service Manager to formulate local dealer incentive programmes to promote sales/UR, CSI, Accessory sales, Technician productivity, etc. Parts Inventory Management Review dealer inventory to ensure retails parts fill rate target is achieved Assist dealer in tracking aging parts back orders Monitor SOQ and control VOR/BO at workshop Support dealer in part number information (use of systems, basic part number knowledge training, etc...) Business Management Routinely review financial statements with dealer Aftersales management to monitor operation efficiency, increased profitability to support Aftersales absorption ratio, as well as compliance with company standards. Provide dealer management with benchmarking information in order to showcase potential P&L and Balance sheet related areas of improvement with monthly follow-up plan. Customer Satisfaction Review CSI scores (e.g. CS survey, Audit, Mystery shop) at an outlet & employee level to identify deficiencies and support the development of countermeasures, in order to ensure customer satisfaction and delight for all Customers Address with management specific customer complaints to resolve quickly in compliance with ART Ensure quality closure of all complaints with complete customer satisfaction Explain to dealer latest recall campaign and technical service bulletins Provide Technical assistance to dealers for difficult repairs / diagnostics (long pending vehicles management) Ensure dealers meet fix-it-right-first-time targets by reviewing dealer PDCA process Conducts regular audit of warranty parts Responsible to accomplish product campaigns, product Provide field approval of warranty claims - has the authorisation to do - when required Ensure dealers clearly understands NSSW and AS-DOS and are compliant to the defined SOPs at the respective dealerships to minimise Customer's dissatisfaction and control Customer Complaints. These SOPs are to be audited once in a quarter. Facility Ensures dealers have enough work bay capacity to fulfil mid-term demand requirements Work with dealer to ensure sufficient Technician capacity in the short and mid-term Understand dealer agreements as it pertains to Aftersales, required performance and policy compliance for outlets Routinely document outlet performance via contact reports. Follow the requirements for minimum frequency of documentation as per the dealer performance management process in place Manage infrastructure renovation with DND support to align with DND Nissan policy Training Recruitment of dealership manpower as per the defined guidelines Ensuring manpower quantity per dealer position as per business requirement Conduct or support training of Aftersales personnel; monitor training status of outlet staff (training nomination, completion rate) Ensure dealer Aftersales personnel complete requirement soft skill and technical training programs Conduct or support leadership coaching / training for Service Mana