Zonal Service Head North for a Leading Auto OEM Information

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Zonal Service Head North for a Leading Auto OEM

Analyze the CSI score and plan and implement the activities across the territory for the improvement of the score Ensure territorial workshop infrastructure to be in compliance with CI norms for providing a delightful experience to the customer Ensure robust service reminder and post service follow up system in the territory. Ensure the adherence to the company standards of response time and lead time. Analyze the customer complaints and ensure corrective and preventive measure taken for the quick Redressal of the customer complaints. Ensure support system to the field team across the zone for the resolution of any critical customer complaint. Institutionalize the effective feedback channel for ensuring uniformity across all the states in getting timely and qualitative feedback. Ensure effective implementation of field fixes and SOP for timely resolution of complaints. Ensure the regular orders and funds from dealers for adequate parts availability at dealership level. Maintain the adequate inventory level to manage the spare parts more effectively for VOR reduction. Ensure the mapping of the competitors network/ unrepresented area to seek the future opportunities in network expansion and advise CBD for the same. Appoint and activate Authorized Service Centers. As & when the company gets into the expansion of service Ensure the adequate channel manpower (as per the company standards) is available against the requirement. Ensure the training of channel manpower in coordination with RTC across the zone for effective implementation of SOP and field fixes. Ensure 100% FSC redemptions. Organize the service promotional activities like FCC, Customer and LMM meets across the territory for building the positive word of mouth in the market.