Area Service Manager

Function

India BU

Pay Band

E4 to M2

Role

As the Area Manager- Service you will report to Zonal Manager- CE. The purpose of the role is

1. To ensure customer satisfaction and retention through workshops with state of art infrastructure and complete adherance to processes

2. Policies and guidelines set by HMCL and with Balanced Scorecard approach

3. Ensure sustainable growth in Service Business revenue with quality implementation.

4. Product Support in the field through reactive and proactive corrections

A purpose driven role for you

Your key responsibilities will include, but not limited to:

1. To ensure customer retention at workshops to achieve annual Business plan for Service reporting, Parts, HGO and value added services of HMCL(Joyride, RSA, Paint Protection Treatment)

2. To enhance customer satisfaction resulting in improvement of Customer Experience Index, Customer effort Score and NPS. To implement corrective plan based on RCA of HMCL escalated complaints, resulting in reduction of CPTV

3. To implement the processes and SOP for customer experience and service Business through quality and sustainable implementation of HMCL initiatives- like We connect, digital invoice, VTS, Technical coordinator and trainer, 3 Star dealership and maximizing reward qualifiers, warranty management

4. To review channel gaps and to execute network expansion plan to improve network reach for customers as per service demand- all formats Dealer, AD, ARD,AESC and DEC. To review D,E category Dealers and networks

A Day in the life

As the Area Manager, CE, your day will start on strategising on how to enhance the customer satisfaction in order to improve the Customer Experience Index, Customer Effort Score and NPS. To implement corrective plan based on RCA of HMCL escalated complaints, resulting in reduction of CPTV. To monitor the implementation of the processes and SOP for customer experience and Service business through quality and sustainable implementation of HMCL initiatives

Academic Qualification & Experience

- BE/ B.Tech in Mechanical/ Automobile Industry

- 10 to 12 years in Automobile industry

Technical Skills/Knowledge

1. Problem Solving QC story approach

2. Kaizen, Diagnostic troubleshooting for two wheeler in BS6 technology

3. Engine overhaul and Service preventive and Breakdown maintenance

4. Project Management, Service share and demand calculations

5. Product orientation

Behavioural Skills

1. Strategic Orientation

2. Inter-personal relationships/People Management Skills

3. Data-driven and Analytical Mindset

4. Effective Decision making

What will it be like to work for Hero

As the world’s largest manufacturer of motorcycles and scooters for the last 22 years, Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India’s proudest legacy, a brand that is celebrated by 110 million Indians and is now taking over the world with its manufacturing superpower. If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best. Choose to be with the best, choose to be your best.

About Hero

Headquartered in New Delhi (India), Hero MotoCorp is the world's largest manufacturer of motorcycles and scooters for 22 consecutive years. We are at the forefront of developing modern, technologically superior and eco-friendly mobility solutions for its millions of customers around the world.

Hero MotoCorp has rapidly transformed into a true multinational organization with a presence in 47 countries across Asia, Africa, Latin America and the Middle East.

We have achieved the coveted milestone of 110 million cumulative production and sales since inception. Aligned with its Vision “Be the Future of Mobility”, Hero MotoCorp plans to achieve its next 100 million sales by 2030.

We have a globally benchmarked manufacturing and Research & Development (R&D) ecosystem that is spread across global geographies. Its R&D facilities are located in India and Germany - the Centre of Innovation and Technology (CIT) at Jaipur, India, and the Tech Centre Germany (TCG), near Munich. Hero MotoCorp’s eight ‘green’ manufacturing facilities are spread across India (6), Colombia (1) and Bangladesh (1).

Hero MotoCorp is the pre-eminent leader in the Indian two-wheeler market. It is the only motorcycle manufacturing company listed in Dow Jones Sustainability Index.

In 2022, Hero MotoCorp launched a separate brand for emerging mobility solutions, including Electric Vehicles (EV) - VIDA, Powered by Hero. VIDA has commenced sales of VIDA V1 – its first EV – in India and plans to launch the product in global markets.

We are one of the largest global corporate promoters of multiple sporting disciplines. Hero is globally associated with golf, football, field hockey, cricket and motorsports. Hero MotoSports Team Rally is one of India’s flag-bearers in global rally racing. The iconic golfer Tiger Woods is Hero MotoCorp’s Global Corporate Partner.

Read more about us.

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