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Deputy Manager - Field Service Operations IO
Mumbai, MUM_KND_AD_IO, IN
Responsibilities & Key Deliverables
Work with Distributor Team to develop and execute the After-sales business development plan for the country.
o Prepare plans and execute the plan to continue improving / sustaining the Customer Retention for the focused products.
o Monitor the Business KPIs like Repair Order trend, Contribution of Scheduled Maintenance to Running repair, Revenues, Revenue/RO to identify the improve opportunities and work with the distributor team to execute plans
o Plan and Manage Customer engagement activities like Service Campaigns, Customer Meets, Non-reporting customer reach out plans.
o Monitor the Spare parts sales trend through primary and secondary channel and execute strategic actions to improve business share.
Improve Network Reach and Quality
o Plan and implement the actions to improve network reach.
o Ensure the quality of network as per guidelines.
o Monitor the Process adherence quality at networks and drive improvements through Excellence programs.
o Monitor the critical manpower adequacy in the network, their skill matrix, training plan adherence and certifications to deliver first time right attention.
o Organize periodic Skill fests and organize local R&R mechanisms
o Support the team to improve failure analysis and adhere to the warranty guidelines
Drive Customer Experience Enhancement
o Monitor the quality of customer feedbacks generated through different sources and improve wherever required.
o Identify top 3-5 dissatisfaction contributors, to plan actions and address.
o Drive proactive actions on product like Retro campaigns to address future complaints
o Monitor the Customer Experience KPIs like Revisit rate / repeat repair rate/ Same Day Delivery rate / NPS / CSI / Concern per 1000 trends and drive improvement actions
High level of engagement with Distributors and Dealers.
o Ensure distributors and dealers get required support from M&M HO in terms of literature, tools, diagnostics, catalogues, etc. and maintain a healthy DSS
o Engage with distributors and their team members on a regular basis to keep them appraised on the expectations, progresses, execution challenges to come out mutually agreeable solutions to be driven in a timely manner.
o Support the distributor team in product concern resolution and timely product feedback from dealers to M&M technical team
o Help distributors grow business through Service Marketing activities.
o Visit fleet operators along with Distributor to instill confidence in our products and services.
o Prepare and implement Spare parts pricing strategy
o Work with distributors in implementing network improvement strategies
o Help distributor in healthy inventory management
Preferred Industries
Education Qualification
General Experience
5-8 years of Customer Care management.
DME) experience in Customer Service, Field Service Operations and Parts Operations in Automotive (preferably four-wheeler). Flair of Data Analytics preferred. International experience will be an added advantage
Critical Experience
Skillsets desired:
High level of Business Acumen and exposure to dealerships systems and processes.
Experience in handling critical high-volume dealers and customers is preferred.
Strategic mindset with Execution Excellence.
Field orientation in ‘do and show’
High level of Customer and Process Orientation.
Sound understanding on service financials – revenue & cost structures, inventory management etc.
Good people management skills
Sound technical knowledge with analytical skills
Digital & Tech Savvy, aware on the changing trends and evolving customer expectations
Analytical with eye for details in review
Good negotiation and conflict management skills
Job Segment:
Engineer, Maintenance, Field Service, Engineering, Manufacturing, Automotive