Responsibilities & Key Deliverables

• Dealer Manpower availability, training plan for dealership, %age trained, %age certified  
• Adherance to M&M CI norms                                                                                          
• Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed & quality of concern closure ( Escalated concerns/ PSFs)                                                                                                    
• Workshop Processes & Mgmt Systems -  Ensure process parameters in place at workshops, adhering to Business Development Process, DMS, QLIKVIEW, Shop Floor Process, defining Dealer Role Holder Responsibility, Review & Recognition     
• Dealership Profitability - Ensure target achievement by adhering to to yearly Business Plan, Customer Retention, Qwik & Mech Bay Productivity, Bodyshop quality & efficiency, allied business                                                                                                
• Channel reach & Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach, Training Plan Development & Adherence, Training Scores, Training Module, CoTEK Inhouse Training
• Dealership Satisfaction Score     

Education Qualification

Graduate/ Post Graduate in Mechanical/ Automobile/ Mechatronics Engg

General Experience

Core Automotive customer care experience of 3-8 years

Critical Experience

Identifying Customer Needs, Territory Coverage Optimization, Customer Care & Service Management, Warranty Management (Service Quality), Dealer Manpower Management & Development, Designing Customer Experience, Product Knowledge & Application, Customer Focus, Dealer Relationship Management, Manpower Planning, Service Planning (Design & Implementation)