Area Service Manager

Role overview

Area Service Manager at Royal Enfield

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.

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 .
• Knowledge of dealer service/ parts operations.

Employment details

• Location: Mumbai [Maharashtra] [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 Spares part Management assistance to Channel Partners and maintain collaborative communication with the factory team.
• Extensive Service Marketing experience.
• Territory and Dealer Management experience.