Senior Manager, Aftersales - NMIPL

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Job Title: Section Head Date: Name: Written by: Reports to: Head - Field Operations Approved by: Division/Dept: Aftersales Approved by: GM aftersales (Immediate Superior) Reference No: Approved by: Director Aftersales (Next level Superior) 1. JOB PURPOSE Summarise in one statement why this job exists; and how it contributes to the overall mission/objective of the organisation. Responsible for leading the Technical Hub as the center of excellence for dealer technical support, customer experience enhancement, diagnostic governance, launch readiness, regulatory compliance, and workshop performance improvement, ensuring achievement of key after-sales business objectives. 2. ORGANISATIONALCHART (Only Job Titles) AS & South Asia Exports-Director Section Head Techliner - N Techliner - W Manager - AS Engg. Supporting team Techliner - S Techliner - E Techline Manager Technical Hub GM - Service Operation 3. PRINCIPLE ACCOUNTABILITIES List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results. EXPECTED END RESULTS MAJOR ACTIVITIES Improved Fix It Right First Time (FIRFT) and Technical Resolution Effectiveness. - Lead technical support for critical and complex diagnostic cases. - Review repeat repair trends and implement corrective actions. - Drive root cause analysis and permanent countermeasures for recurring issues. - Ensure timely closure of technical escalations through dealer and field team collaboration. Successful New Vehicle Launch Readiness across Dealer Network. Ensure readiness of dealers for new model launches. Monitor launch-related technical issues and support timely resolution. Drive implementation of launch readiness action plans. Improved Customer Experience Satisfaction (CES) and Service Quality across the Dealer Network. - Drive CES improvement initiatives through effective technical support and service quality enhancement. - Monitor customer feedback, complaint trends, and dealer performance. - Support field teams and dealers in resolving critical customer concerns. - Ensure implementation of service processes and best practices across the network. Efficient Management of Pending Vehicles and Critical Escalations. - Conduct regular reviews of pending and aged vehicle cases with field teams. - Establish action plans and monitor implementation. - Escalate critical cases and coordinate cross-functional support. - Drive reduction in vehicle downtime and customer inconvenience. Enhanced Workshop Capability, Tool Readiness and Profitability. - Review effectiveness and utilization of workshop diagnostic tools and equipment. - Manage Workshop Profitability Dashboard 4. MAJOR CHALLENGES Describe the major challenges you face in carrying out your job, and what you do in order to overcome them. 5. KEY INTERACTIONS Who (internal/external) does this position interact with on a regular basis to perform this role? How often and for what purpose? Internal External Warranty Parts Department TCS CQ & Training Service Marketing Accessories Business Planning DMS team Dealers Vendors 6. DIMENSIONS List the data which will reflect the scope and scale of activities concerning your job. (These should be quantifiable numerical amounts) KPIs: Objective Weightage New Project AS Readiness - DJM Achievement. 25% AS Technical Readiness Tekton & R1324 ADT, New Dialogys, ESM/SST/FRS/WIMB/OM 20% F1 (3M) 20% CES 20% 15% 7. SKILLS AND KNOWLEDGE State the minimum acceptable proficiency for this job . Do not state incumbent-specific information EDUCATIONAL QUALIFICATIONS Bachelor's or higher degree of mechanical engineering or automobile engineering RELEVANT EXPERIENCE Experience of working in automobile OEM in Technical Department and AS Engineering Experience : 12~15 Years of relevant experience PERSONAL CHARACTERISTICS & BEHAVIOURS 1. Proficient in communication, negotiation, muti-tasking and problem solving tools 2. Comprehension of IND domestic market situation/environment. 3. Good Computer Skills including Excel, Powerpoint, etc 4. Good presentation skills 8. APPROVAL Date Comments Date Job Holder Immediate Superior Next Level Senior This document is the property of Nissan and the information contained herein is confidential Glossary Divisions NMIPL: Nissan Motor India Pvt Ltd RIPL: Renault India Pvt Ltd RNAIPL: Renault- Nissan Automotive India Pvt Ltd RNTBCI: Renault- Nissan Technologies and Business Centre India NML: Nissan Motor Co. Ltd, Japan HAI: Hover Automotive India (Outsourced Sales and Marketing Division) Designations DMD: Deputy Managing Director CMD: Chief Managing Director SVP: Senior Vice President VP: Vice President HOD: Head of Department Deputy HOD: Deputy Head of Department GM: General Manager DGM: Deputy General Manager AM: Assistant Manager Departments MDs Office/ MDO: Managing Directors Office TCS: Total Customer Satisfaction PP& PMO: Product Planning and Program Management Office

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