Mgr.-Spare-parts Operations, Cust. Care

Responsibilities & Key Deliverables

• Monitor and improve Customer Satisfaction parameters across the region-MTTR, TCF, Periodic Feedback and CaPS and personal customer visits.

• Monitor and strategically improve STR, AMC Sale, Bharosa Sale, Spares and Lubricants business across the region to exceed the targets.

• Motivate the Customer care team ( CCM, TM and Tech Support ) in the region for high level performance and excitement.

• Mentor the team in the region for their continuous self development.

• Keep the Dealer principal motivated through various communications, incentive schemes and updates.

• Keep the dealer technician team excited by ensuring - Parivaar meets, execution of Star Club, Product Improvement Proposal, Sarathi.

• Improve the reach through Saathis, Synergy, dealer outlets, Vans and Bikes. Execute the initiatives rolled out by the Head Office- Bikes and Vans at dealerships, DMS usage.

• Manage funds in coordination with the Zonal Heads Sales.

• Manage all the basics - Participate in morning call everyday, Open tickets monitoring, Customer connect, VIN wise data, Outstand ings, C forms, Min Stock at dealerships, Retro, Float Stock, FOC dispatches, SMC/BDSS maintenance, timely settlements of Warranty and Debit notes, Quarterly NOCs fro dealers, Smooth start and Closure of dealers, Retofitments,, Lubricants schedules, payments by dealers to vendors, technical trials, special tools availability, adherence to ISO process, Recruitment of manpower, New product feedback, Process audits at dealerships.

• Improve the quality of technical reporting from the region.