Sales and Marketing

1.) Job purpose: –

Achieve, Monitor and control after sales service levels with the objective of increasing customer satisfaction and generate revenues in labour, parts & lubes with Case products within company strategy and guidelines and agreed financial targets.

2.) Dimensions: –

The role of Area Service Manager will report to the Regional Service Manager and shall predominantly monitor and control aftersales service for the assigned area.

· Position Responsibility: Pre-defined Area (Siliguri – Base Location, Will look North Bengal, Sikkim, Bhutan & Some area of Nepal)

· Reporting to : Regional Service Manager East 2

· No of Reportee : Dealer Service Managers

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

· Maintaining MTTR (Mean time to response & restore) as per company norms thru a robust process and deployment of strategies for continuous improvement.

· Achieve Monthly & yearly targets of NPS (Net Promoter Score), FRFT, Completion Rate as per company norms thru a robust process.

· Ensure call ticket raise by dealer/ customer/ ASM for each job in correct service type & Details, follow up for call ticket operate by Dealer engineer properly, closure by dealer on time once Engineer submit reports in system.

· Ensure dealer raise THD for all kind of failures on time, make sure THD closure by ASM, AMS team within 8 working hours.

· Achieve monthly & yearly targets for labour revenues as an individual thru direct service support to customers.

· Achieved monthly & yearly targets for lube sales & parts retails thru dealer.

· Conduct monthly meetings with dealers for service improvements and record thru MOM’s.

· Maintain and ensure that product problems are addressed within 24 hrs. and register them in our system.

· Cover the assigned territory by meeting agreed no of customers and inspecting machines per month.

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

· Organize and conduct service camps & operator meets as per agreed numbers in the dealer annual plan.

· Conduct random check on warranty claims raised by dealer, once a quarter.

· Training to dealer engineers on system process and operations, product update, knowledge articles, service bulletins, commercial policy, parts and service schemes.

· Make sure dealers send back failed parts replaced under warranty to plant or advised locations by warranty department.

· Help dealer coordinate with OEMs for disputed cases and meet up OEM’s representative for quarterly meetings.

· Responsible for fault finding, troubleshooting and maintenance of equipment as a first level intervention. Escalate to product specialist for complex matters.

5.) Background Information and Main Activities: –

· Implement service policy at dealerships in line with company guidelines.

· Responsible for the restoration of equipment’s to achieve more availability with optimum spares used.

· Reducing equipment’s breakdown period by continuous monitoring of equipment condition by scheduled inspection and alert customers before potential problems.

· Seek approval from Head Service thru RSM for major assembly replacement (Above Rs. 0.5L), thru technical inputs in ASIST.

· Assist dealers in establishing key customer relationships with targeted contact management and on-site customer visits.

· Assist dealer in identifying strategic account management, gather market intelligence for corporate parts/service marketing development.

· Upkeep of demo machines

· Technical support to the dealers for inventory planning

· Responsible for all activity of after sales service for the area.

· Support to repair and trouble shooting of equipment.

· Assist dealers to recruit suitable service/back-office manpower.

· Maximize retention of existing customers thru quality service.

· Generation of labour revenue & responsible for max. service & parts absorption

· Develop process of new machine sales lead generation when service engineer visit for machine inspection/repairs/service camps.

6.) Decision Making Authority/Control.

· Recommend reversal of warranty claims which are unsubstantiated as per company policy.

· Assessment of dealer service manpower and approve hiring/retention of service personnel at dealership.

· Approve technical policy claims up to Rs. 50,000/- per claim.

· Access to call center for reports on dealerships assigned to him.

· Access to reports from SMP portal, ASIST, CNH portal, DMS, SAP, DWM.