Job Description

1.) Job purpose: -Plan and coordinate service activities with the objective of increasing customer satisfaction, generate service revenues and increase parts sales of Case products within company strategy and guidelines.2.) Dimensions: -The role of Service Manager will report to the General Manager of the company owned store and shall predominantly coordinate service activities thru team of field & workshop service engineers in collaboration with parts manager for parts inventory management for the assigned area.xc2xb7 Position Responsibility : Pre-defined Areaxc2xb7 Reporting to : General Manager of company storexc2xb7 No of Reportee :10( 3 Technicians, 4 workshop technicians and 3 parts persons)3.) Key Result Areas (KRA's) / Measures of Performance (MOP's): -xc2xb7 Plan and co-ordinate service activities for assigned territory and maintain MTTR as per company norms.xc2xb7 Plan for lubes and filters to carry out scheduled maintenance within stipulated time.xc2xb7 Plan and ensure periodic visits to out of warranty machines as a target for the month and year.xc2xb7 Generate revenue streams in parts, service and lubes as per set targets.xc2xb7 Manage workshop and generate revenues thru component overhaul, machine overhaul, machine buy back refurbishment and warranty thereof.xc2xb7 Promote AMC and execute same to customers satisfaction as per targetsxc2xb7 Plan training needs of the service technicians and ensure training are imparted (soft and technical)xc2xb7 Establish key customer relationships with targeted contact management and on-site customer visits as per monthly/quarterly and annual plans.xc2xb7 Collect customer testimonials (written and video) about good product performance and after sales support every month.xc2xb7 Plan & organize service camps & operator meets as per set targets.xc2xb7 Conduct monthly/Quarterly meetings with OEM's (KOEL, M&M, Bosch, Ceat)5.) Background Information and Main Activities: -xc2xb7 Carry out planning of service requirements and depute service engineers to site as per right prioritization.xc2xb7 Raise invoices on customers for service revenues and ensure collection of payments.xc2xb7 Maintain workshop with proper tools, equipment's and hygiene at all times.xc2xb7 Have close coordination with warehouse for dispatch of parts for machines under breakdown and ensure restoration of machines.xc2xb7 Maintain service history folders of each machines.xc2xb7 Meet irate customers for product, parts or service issues, if any.xc2xb7 Maintain record of failed parts under warranty and ensure dispatches to plant when requested. Scrap items periodically as per SOP guidelines for scrapping of materialxc2xb7 Be technically competent to trouble shoot problems in field, when service technicians are unable to do so.xc2xb7 Motivate service and parts team to maintain excellence in after sale product and ensure retention of employees.xc2xb7 Ensure failures are escalated thru THD for all failures.xc2xb7 Ensure all calls are logged thru mobile App only.xc2xb7 Carry out mandatory PIP's , when announced.xc2xb7 Make sure all complaints are attended with right diagnostic and basic tools. Maintain a record of all tools and are calibrated at all times.xc2xb7 Maximize retention of existing customers thru quality service.xc2xb7 Generate leads during service activities for machines salesxc2xb7 Conduct on site trainings for customers.6.) Decision Making Authority/Control.xc2xb7 Take decisions on warranty up to Rs 100,000xc2xb7 Authorize travel claims of service engineers up to Rs 10000xc2xb7 Authorize local purchases of material needed for workshop up to Rs 10000xc2xb7 Access to call center for reportsxc2xb7 Access to reports from call center websitexc2xb7 Access to THD/ ETIM8.) Qualification and Experience: -Education- Diploma in Mechanical Engineering /Automobile EngineeringProfessional Qualification-Experience 12-15 years working experience in earth moving equipmentAge 30-35 years9.) Other information:xc2xb7 Willing to travel for 15 days per month in respective geographies thru suitable mode of transport as per company policy.xc2xb7 Proficiency in Excel, Word and Outlook.xc2xb7 Good communication and negotiation skillsxc2xb7 Excellent intra personal relationshipsxc2xb7 Managerial capabilities to manage men, money & material.

CNH Industrial