Service and Support

1.) Job purpose: –

Plan and coordinate service activities with the objective of increasing customer satisfaction, generate service revenues and increase parts sales of Case products within company strategy and guidelines.

2.) Dimensions: –

The role of Service Manager will report to the General Manager of the company owned store and shall predominantly coordinate service activities thru team of field & workshop service engineers in collaboration with parts manager for parts inventory management for the assigned area.

· Position Responsibility : Pre-defined Area

· Reporting to : General Manager of company store

· No of Reportee :10( 3 Technicians, 4 workshop technicians and 3 parts persons)

3.) Key Result Areas (KRA’s) / Measures of Performance (MOP’s): –

· Plan and co-ordinate service activities for assigned territory and maintain MTTR as per company norms.

· Plan for lubes and filters to carry out scheduled maintenance within stipulated time.

· Plan and ensure periodic visits to out of warranty machines as a target for the month and year.

· Generate revenue streams in parts, service and lubes as per set targets.

· Manage workshop and generate revenues thru component overhaul, machine overhaul, machine buy back refurbishment and warranty thereof.

· Promote AMC and execute same to customers satisfaction as per targets

· Plan training needs of the service technicians and ensure training are imparted (soft and technical)

· Establish key customer relationships with targeted contact management and on-site customer visits as per monthly/quarterly and annual plans.

· Collect customer testimonials (written and video) about good product performance and after sales support every month.

· Plan & organize service camps & operator meets as per set targets.

· Conduct monthly/Quarterly meetings with OEM’s (KOEL, M&M, Bosch, Ceat)

5.) Background Information and Main Activities: –

· Carry out planning of service requirements and depute service engineers to site as per right prioritization.

· Raise invoices on customers for service revenues and ensure collection of payments.

· Maintain workshop with proper tools, equipment’s and hygiene at all times.

· Have close coordination with warehouse for dispatch of parts for machines under breakdown and ensure restoration of machines.

· Maintain service history folders of each machines.

· Meet irate customers for product, parts or service issues, if any.

· Maintain record of failed parts under warranty and ensure dispatches to plant when requested. Scrap items periodically as per SOP guidelines for scrapping of material

· Be technically competent to trouble shoot problems in field, when service technicians are unable to do so.

· Motivate service and parts team to maintain excellence in after sale product and ensure retention of employees.

· Ensure failures are escalated thru THD for all failures.

· Ensure all calls are logged thru mobile App only.

· Carry out mandatory PIP’s , when announced.

· Make sure all complaints are attended with right diagnostic and basic tools. Maintain a record of all tools and are calibrated at all times.

· Maximize retention of existing customers thru quality service.

· Generate leads during service activities for machines sales

· Conduct on site trainings for customers.

6.) Decision Making Authority/Control.

· Take decisions on warranty up to Rs 100,000

· Authorize travel claims of service engineers up to Rs 10000

· Authorize local purchases of material needed for workshop up to Rs 10000

· Access to call center for reports

· Access to reports from call center website

· Access to THD/ ETIM

8.) Qualification and Experience: –

Education- Diploma in Mechanical Engineering /Automobile Engineering

Professional Qualification-

Experience 12-15 years working experience in earth moving equipment

Age 30-35 years

9.) Other information:

· Willing to travel for 15 days per month in respective geographies thru suitable mode of transport as per company policy.

· Proficiency in Excel, Word and Outlook.

· Good communication and negotiation skills

· Excellent intra personal relationships

· Managerial capabilities to manage men, money & material.