Asst. Manager - Service

Key Result Areas:

• Service Revenue
• Working Capital Management
• Warranty Cost Management
• Process Institutionalization
• Rental Fleet Management (Operations & Customers)
• Service Delivery and Customer Satisfaction
• Organizational Imperatives

Job Profile:

The incumbent will report to the Service Head of the branch location. The incumbent would be responsible for the following:

1. Service Revenue:

• Achieving Billed Sales of Service for the territory as per the ABP (Annual Business Plan).
• Scouting for product conversion/refurbishing and product replacement jobs as per the scheme declared from time to time.

2. Working Capital Management:

• Inventory control for the assigned territory and maintaining the same for achieving working capital turns.
• Ensuring that the outstanding remains within the norms and policy on payment terms is followed strictly.

3. Warranty Cost Management:

• Warranty cost and related inventory management for proper accounting and replacement procedures.

4. Process Institutionalization:

• Internal benchmarking of good practices, processes & systems (EAM - Enterprise Asset Management, SFDC - Salesforce, POWER BI - Business Intelligence) and their adoption.
• Ensuring process adherence by Channel Partners.
• Ensuring corrective actions are initiated on Audit Reports.
• Providing timely and quality feedback from the field on NPI (New Product Introduction) & product performance to the Service Quality team.
• Awareness of internal commercial processes.

5. Service Delivery and Customer Satisfaction:

• Managing product/service and service delivery parameters as per First Response Time and Mean Time to Repair norms by effective management of Channel Partners.
• Ensuring effective and speedy resolution of problems/customer complaints.
• Monitoring and reviewing service delivery quality and response patterns.
• Working to improve Customer Satisfaction and securing Customer Feedback.
• Meeting and strengthening key service delivery parameters via the dealer network - these include Open Calls (Dealer/Customer), VOR Calls, feedback, etc.
• Maintaining good relations with customers to achieve customer satisfaction.
• Visiting customers for customer service feedback, follow-ups, and response time, etc.

6. Rental Fleet Management (Operations & Customers):

• Implementation of Preventive Maintenance for Rental Equipment.
• Adherence to EAM for rental business in case of PM, BM, and AMWO work orders.
• Ensuring maximum availability of equipment as per agreed SLA (Service Level Agreement) with customers.
• Reviewing spare parts consumption on a daily basis and ensuring raising of material requests in EAM for proper availability of spare parts.
• Ensuring smooth material movement for repairs and maintenance.
• Daily manpower planning for maintenance & operational teams.
• Collating customer feedback, capturing improvement areas, and communicating them to the respective team. Identifying gaps in implementation and rectifying them.
• Ensuring HR audits and safety clearances in time as per customer needs.
• Building a positive outlook for the brand RenTRUST in the field and with customers.
• Visiting and meeting various stakeholders as per the beat plan.

7. Organizational Imperatives:

• Actively participating in and originating Kaizens.
• Actively involving in Business Excellence initiatives.
• Adhering to compliance and maintaining a safe working environment.
• Team management - motivation and retention.
• Understanding the strengths and weaknesses of team members and guiding them on their roles, responsibilities, and execution accordingly.
• Ensuring compliance with all regulatory & statutory requirements.
• Training, coaching, and mentoring Service Executives and Dealer Service Teams.
• Expanding and developing a quality resource pool (Operators/Technicians) for the dealers and vendors.
• Preparing CAPA (Corrective & Preventive Action)/RCA (Root Cause Analysis) in coordination with the HO technical cell during incident investigation.