Area Service Manager

Role overview

Area Service Manager at Royal Enfield

Responsibilities

• Develop customer engagement strategies based on market trends and competitive analysis, focusing on regions with high potential and low customer churn .
• Lead Product Quality Reporting by gathering Pre Delivery Inspection feedback from distributors and conducting warranty claim parts audits .
• Assist the company in understanding the profile and expectations of current service customers .

Required qualifications

• Bachelor’s degree in Automobile or Mechanical Engineering.
• 4+ years’ experience in a similar role including .
• Extensive service marketing experience.
• Knowledge of dealer service/ parts operations.
• Territory and dealer management experience.

Employment details

• Location: Kochi [Kerala] [India]

About the employer

• Coordinate service camps to grow service market share and centrally track their effectiveness in terms of incremental revenue for dealers and Royal Enfield .
• Notify customers in advance about benefits related to services like Extended Warranty, Roadside Assistance, insurance renewal, and Annual Maintenance Contracts offered by Royal Enfield .

Additional role details

• Accountable for boosting After Sales Service performance, thereby expanding customer market share .
• Oversee workshop capacity and meet established targets related to job orders and service throughput .
• Assess individual customer requirements and deliver services that surpass expectations .
• Guarantee customer satisfaction by ensuring quality and timely completion of work .
• Enhance customer loyalty and retention by providing continuous care and attention .
• Supervise all service department staff and evaluate their performance .
• Promote customer engagement events organized by Royal Enfield well ahead of time to generate market excitement .
• Participate in formulating a strategic business plan for spare parts, including market monitoring, channel partner and dealer visits, and competitor analysis .
• Ensure prompt resolution of customer complaints within agreed timelines, including onsite feedback management .
• Design appealing schemes targeting customers to encourage service visits to the workshop .
• Communicate with customers through channels such as SMS and social media about the advantages of timely periodic servicing, service reminders, and follow-up calls to drive revenue growth and increase age-segmented unique customer market share .
• Provide customers with daily advice on additional motorcycle care and maintenance .
• Hold regular meetings, either virtually or in person, to gain insights from the aftersales regional retail team and enhance business performance .
• Offer spare parts management assistance to Channel Partners and maintain collaborative communication with the factory team .
• Ensure readiness for new model servicing through Service Training, planning and procurement of Initial Parts Kits, and provision of necessary Tools and Equipment for new models.