Area Service Manager, NMIPL

Posted:
8/19/2024, 5:00:00 PM

Location(s):
Chennai, Tamil Nadu, India ⋅ Tamil Nadu, India

Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior

Field(s):
Growth & Marketing ⋅ Sales & Account Management

EXPECTED END RESULTS

MAJOR ACTIVITIES

KPIs

Aftersales Revenue PMD includes Aftersales revenues (retail level at dealer or at wholesale level to dealer)

  • PCP monitoring, Dispersion management ratio

Identify opportunities and performance gaps on an outlet level related to key NSC revenue initiatives such as Express Service, Service Contracts, tire program, CRM, etc…

  • EW+DC Penetration

Review Dealer and Service Advisor performance in terms of retention and sales per unit received – including analysis for Lost customers activities

  • Loyalty ratio
  • Sales / unit

Review Parts wholesale opportunities

  • Key Parts sales volume

Review dealer appointments ensuring healthy appointment ratio to ensure workshop balance

  • Service Absorption rate (SAR)

Works with dealer sales personnel to ensure dealer meets accessory sales targets

  • Accessories Offtake / NVS

Provide forecast of month-end and future Parts sale per assigned dealers

  • Parts sales volume

Support in the development of outlet level annual business plans including periodic reviews on progress (PDCA)

  • .
  • .

Monitor Dispersion Management

  • Dispersion Management ratio

Increase Network expansion in Tier 3 / Tier 4 (through MSV – Mobile Service Van)

Marketing Explains NSC’s Aftersales related marketing communication programmes

Review outlet service marketing plans including advertising spend as well as assess the effectiveness of their efforts. Include reviewing dealer CRM program, service reminder calls, seasonal campaigns, and other related activities

Provide recommendations on new & innovative ways to enhance service marketing efforts to increase customer retention

Support NSC in national efforts like annual roadside assistance programme, trade shows, Aftersales display in motorshows, etc.…

Incentives Support NSC Aftersales leadership to develop incentive programmes to meet revenue and CSI targets. Also responsible for cascading this program to the dealers.

Help Service Manager to formulate local dealer incentive programmes to promote sales/UR, CSI, Accessory sales, Technician productivity, etc.

Parts Inventory management Review dealer inventory to ensure retails parts fill rate target is achieved

  • Mechanical CLPV
  • BP CLPV

Assist dealer in tracking aging parts back orders

  • ..

Support dealer in part number information (use of systems, basic part number knowledge training, etc…)

  • ..

Business Management

5.1 Routinely review financial statements with dealer Aftersales management to monitor operation efficiency, increased profitability to support Aftersales absorption ratio, as well as compliance with company standards.

  • Service Absorption Ratio (SAR)

Provide dealer management with benchmarking information in order to showcase potential P&L and Balance sheet related areas of improvement with monthly follow-up plan.

Customer Satisfaction

Review CSI scores (e.g. CS survey, Audit, Mystery shop) at an outlet & employee level to identify deficiencies and support the development of countermeasures, in order to ensure customer satisfaction and delight for all Customers

  • OS-NPS (Overall Satisfaction Net Promoter Score)
  • CPTV (Complaint per thousand vehicles)

Address with management specific customer complaints to resolve quickly in compliance with ART

  • ART (Average Resolution Time)

Ensure quality closure of all complaints with complete customer satisfaction Explain to dealer latest recall campaign and technical service bulletins

Provide Technical assistance to dealers for difficult repairs / diagnostics (long pending vehicles management)

  • Clearance of Long Pending Vehicles (Mech., BP)

Ensure dealers meet fix-it-right-first-time targets by reviewing dealer PDCA process

  • SDD ratio (Same Day Delivery)
  • FRFT ratio

Conducts regular audit of warranty parts

Provide field approval of warranty claims – has the authorisation to do – when required

Ensure dealers clearly understands NSSW and AS-DOS and are compliant to the defined SOPs at the respective dealerships to minimise Customer’s dissatisfaction and control Customer Complaints.

These SOPs are to be audited once in a quarter.

  • SAMBHAV open action point result
  • CPTV (Complaint per thousand vehicles)

Facility Ensures dealers have enough work bay capacity to fulfil mid-term demand requirements

Work with dealer to ensure sufficient Technician capacity in the short and mid-term

Understand dealer agreements as it pertains to Aftersales, required performance and policy compliance for outlets

Routinely document outlet performance via contact reports. Follow the requirements for minimum frequency of documentation as per the dealer performance management process in place

Manage infrastructure renovation with DND support to align with DND Nissan policy

Training Recruitment of dealership manpower as per the defined guidelines

  • Qualification and experience of manpower as per NMIPL guidelines

Ensuring manpower quantity per dealer position as per business requirement

  • Staff quantity per dealer and position

Conduct or support training of Aftersales personnel; monitor training status of outlet staff (training nomination, completion rate)

  • Trained manpower ratio

Ensure dealer Aftersales personnel complete requirement soft skill and technical training programs

Conduct or support leadership coaching / training for Service Managers to maintain high performance and motivation in the teams

Monitoring HR practices at dealerships to control attrition

  • Attrition rate

HR

9.1  Monitor staff levels to ensure the appropriate number of staff is maintained & with compensation plans supporting manageable level of employee turnover

9.2   Identify causes for high level of staff turnover and addresses issues with appropriate level of management

Others

10.1 Maintain awareness of competitive dealership actions (Pricing, campaigns or network actions)

Conduct periodic audits to ensure dealer complies to all NSSW, AS-DOS and 5S (Swachha Nissan activity) requirements

  • RSPM Score

Supports BPM dealer (Bottom Performance Management) improve its operations to gradate out of BPM program

Act as a liaison between dealers and NSC to ensure two way communications and smooth operations

10.5 Deploy special initiative such as Nissan Customer Way (NCW)

10.6 Visit each of assigned dealer at least once per month – including visit preparation prior to the event and submission of dealer visit report after the visit.

Prepare other regular Aftersales reports outside dealer contact reports

Perform other task outside not defined in the checklist (ex. Vehicle Sale role)

Chennai India