Manager (Area Service Manager), Aftersales - NMIPL

JOB DESCRIPTION

Job Title:

Area Service and Parts Manager (ASPM)

Location: Bangalore

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 Managers to maintain high performance and motivation in the teams

Monitoring HR practices at dealerships to control attrition

HR

Monitor staff levels to ensure the appropriate number of staff is maintained & with compensation plans supporting manageable level of employee turnover

Identify causes for high level of staff turnover and addresses issues with appropriate level of management

Others

Maintain awareness of competitive dealership actions (Pricing, campaigns or network actions)

Conduct periodic audits to ensure dealer complies to all NSSW, AS-DOS and 5S (Swachha Nissan activity) requirements

Supports BPM dealer (Bottom Performance Management) improve its operations to gradate out of BPM program

Act as a liaison between dealers and NSC to ensure two way communications and smooth operations

Deploy special initiative such as Nissan Customer Way (NCW)

Visit each of assigned dealer at least once per month – including visit preparation prior to the event and submission of dealer visit report after the visit.

Prepare other regular Aftersales reports outside dealer contact reports

Perform other task outside not defined in the checklist (ex. Vehicle Sale role)

Implementation of Tablet Usage for RO opening and processing to enhance customer and vehicle journey at dealership

Enhance Online Booking and Due vs Done tracking at dealership.

4. MAJOR CHALLENGES

Describe the major challenges you face in carrying out your job, and what you do in order to overcome them.

• •Customer retention
• •Objection handling – Product concerns/Service concerns
• •Manpower availability and attrition at dealerships

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
• •Market Intelligence
• •Sales Team
• •ISIT
• •Finance and Accounts
• •Techline

• •Dealers
• •Vendors
• •DMS

6. DIMENSIONS

KPIS:

CSI

Retention

Parts & Accessories Wholesale

Extended Warranty Penetration

CPTV & ART

Dealer profitability

7. SKILLS AND KNOWLEDG

EDUCATIONAL QUALIFICATIONS

Diploma, Bachelor's or higher degree of mechanical engineering or automobile engineering

RELEVANT EXPERIENCE

Experience of after sales at automotive manufacturing company

Experience : Bachelor : 7~12 Years; Diploma: 9~14 Years

PERSONAL CHARACTERISTICS & BEHAVIOURS

1. Sound communication skill (Close communication with Dealer & With Internal Team etc will be required)

2. Comprehension of IND domestic market situation/environment.

3. Good Computer Skills including Excel, Powerpoint, etc

4. Good Driving Skills, Has a Passport, OK for Travelling

5. Technical skills – OEM certified (min Level 2) on technical training modules

EV/Hybrid knowledge would be an addition