Ashok Leyland is Hiring | Service Engineer/Executive |

Position – Service Engineer/Executive – TCSM – LCV Professional
Company – Ashok Leyland
Exp. – 0 – 1 years
Location – Guwahati, Visakhapatnam, Hyderabad/Secunderabad, Salem, Chennai, Jaipur, Coimbatore, Jodhpur, Kochi/Cochin, Kolkata, Hubli, Ahmedabad, Bangalore/Bengaluru, IN

Job description

Job Purpose:

Give in one or two sentences the basic reason why your job exists. The structure of this statement should be (1) What does this job do; (2) What does it affect or provide; and (3) Why does it do this

What does this job do:

Territory Customer Support Manager (TCSM) is a front Service Engineer/Executive Role in a territory comprising 2-5 dealerships and Authorised Service Centres. The TCSM implements the SOP at the dealership/Authorised Service.

TCSM ensures direct implementation of the Service operating procedures to the dealership/outlets in the state. This Role ensures the implementation of the Service process, product support, and business Plans at the Dealership level directly on a daily basis.

This Role ensures daily follow-up of Key processes set for After Sales like network operation (Outlets, SAS, Breakdown Support), ensures Business processes are met, the SOP is followed & achievement of Key enablers at the dealer level.

What does it effect or provide :

1. Add to the Profitability of the Business in the Organization at AL and at the Dealer level
2. Improves CSI and Service experience.
3. Implements the standard and Uniform Service Process at the dealership and take any corrective action.

Why does it do this

1. Ensures Service Support for Product and Customer, hence improving CSI and PSF.
2. Ensures all Services available through the Service Network
3. Ensures the Dealer Profitability through Service Business.
4. Improves SAR through Service Business

Key Accountabilities:

List the expected end results that must be achieved in order to fulfill the job purpose and the activities that help in achieving these results. The format should be as follows:

(1) VERB what is done;
(2) OBJECT to what/whom;
(3) APPROACH how is it done (activities/tasks) and
(4) RESULT with what outcome

What is done:

1. Monitoring Service KPIs
   • Service Market Share
   • Same day delivery
   • Time and Cost Adherence
   • No Show Recovery
   • Paid and Free Service Retention
   • Promotion of RECON Engines
   • Parts per Job Card and Labour per Job Card”

2. Monitoring Open Job Cards and timely closure
3. Monitoring Instant Feedback at Workshop
4. Monitoring the effective usage of SAS (Service at Site Vehicle)
5. Monitoring the quality of Field Technical Report
6. Coordinating to conduct Service Camps
7. Monitoring on-time dispatch of Failed Parts (warranty Parts) to Field Quality Centre
8. Coordinating to organize technical and soft skill training for Dealership manpower
9. Monitoring timely order placement for spares by dealerships
10. Fund availability to execute spares order

Object:

1. Product& Customer Support: Faster TAT (SDD), Service Concern closure in Time, Product fix/campaigns in time in the state. Ensures availability of trained manpower, Tools, equipment.
2. Service Process adherence: Uniform SOP adherence across all the Dealerships.
3. Business Development: Ensure Service Business targets are met for Customer Retention, SMS, Paid Service (Post Warranty) Retention and Dealer Profitability (SAR), RECON sales, Parts Sales etc.
4. Service Reach: Ensure the 3S, ATP, DSC, LCSC, SAS are operations as per plan.

Approach:

Customer & Product Support:

• Ensuring dealer has Trained Manpower, Spare Parts & Tools available at AL LCV Vehicles
• Monitoring field quality issues & reports through FTR to provide feedback to technical service for effective initiation of countermeasures
• Assistance in new product launch events in the region
• Ensuring Instant feedback & high PSF ratings a for Service offered.
• Completion of Campaign at Dealership for timely Product resolution.
• Conduct Service Camps as per plan in the Dealership

Service Process:

• Adherence of Service Process Manual (SOP) at Dealership for uniform Process
• Ensuring warranty Process & timely dispatch of failed parts to FQC.
• Meeting proprietary OE suppliers to handle warranty without complaints
• Customer Concern resolution process compliance at dealer after coordination with Service Technical and Service

Training

• Skill Dealer service staff and ensuring training participation

Business Development

• Ensuring to meet targets for Service and Parts performance like Service Market share, PS Retention, Parts Count and Workshop sales, RSA, EW, AMC, and RECON Sales.
• Work on the gaps to improve operational viability & SAR of dealerships
• Monitoring VOR orders for the quick supply of parts
• Monitoring and ensuring Spare Parts business at the Dealership
• Monitoring sales of AMCs / Extended warranty packages at the dealerships to ensure service retention

Service Reach

• Ensure Service Touch Points are available to customers as per the Plan
• Timely activation of the Service Outlets
• Monitoring the progress of a New Dealer or its outlet for Service performance

External

Skills & Knowledge:

• State the minimum acceptable proficiency for this job. Please do not state incumbent-specific information.

Educational qualifications:

• Diploma or Degree in Automobile / Mechanical Engineering.

Relevant experience:

• Experience in Field Service to understand the Field Service SOP
• Thorough Technical knowledge in Automobiles and Service Processes for more than 3-4 years of experience

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