Regional Service Manager - Milano, Italia - Royal Enfield

Descrizione

Role context and purpose

As part of a high performing team, as the Regional Service Manager for Italy, you will work closely with the Internatioal Business teams, reporting to the Regional Manager with a dotted line reporting to the Head of Aftersales, Europe, Middle East and Africa.

In this pivotal role, you will be responsible for all aspects of after sales, customer care and spare parts.

You will take overall responsibility for delivering the sales business strategy roadmap in your region to achieve brand led business growth.

You will work with cross functional teams of sales, services, marketing and aftersales for delivering the business and brand objectives.

Your strong technical knowledge, partnered with excellent customer focus and interpersonal skills, are key to building strong, credible relationships with a view to delivering a sustainable business strategy in line with the strategy roadmap.

Key responsibilities [role expectations]

Your key responsibilities will include, but not limited to:

Channel Partner Management

• Dealership assessments evaluating channel partners spare part sales and service processes, with a focus on total customer satisfaction.
• Ensuring channel partners maintain profitability through service vehicle reporting, spare parts operations, warranty operations etc.
• Ensuring channel partner's service infrastructure and readiness for new product launches.
• Analyze channel partner's performance, identify areas of improvements, devising and implementing strategies to improve performance.
• Ensuring channel partner's operations align with internal policies and strategy, working towards providing quality after market experience to customers.
• Implementing service standards and monitoring effectiveness.
• Country MIS preparation, reporting and monitoring.

Product Concern Resolution & Product Quality

• Monitoring field issues and providing reports and trends to internal teams.
• Monitoring customer complaints, field concerns and quality issues, working in partnership with key stakeholders to ensure problem resolution.
• Capturing the 'voice of the customer' through customer feedback, providing analytics to support internal changes and modifications to improve dealer and customer satisfaction.
• Monitor warranty administration and failed part inspection at channel partners

Training and Manpower Development

• Deliver training and guidance on new models to channel partners.
• Conduct competency assessments to identify training gaps of channel partner personnel.

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HUMAN [ORGANISATION DESIGN & INITIATIVES]

RESOURCES Role Description

• Implement best practice amongst the channel partners and champion continuous improvement culture to improve workshop quality.

Service Network management

• Develop inuse bike mapping to support channel partners in identifying service network expansion.

Spare Parts

• Ensure channel partners and dealers are meeting targets by ensuring timely off take of spare parts.
• Mentor channel partners and dealers teams on inventory management practices to achieve optimum turnover rate.
• Mentor channel partners and dealers to increase the parts sales through service marketing as per Head Quarters guidelines or find innovative ways in line with local practices.

Service marketing (Camps & Customer Meets)

• Service marketing, conducting camps and other activities to win back lost customers and thereby increasing service load and service & parts revenue.
• Post sales survey with customers, capturing and resolving the concerns and issues within early vehicle usage.
• Organising Service Camps for products at market stands as enabler for creating assurance of product and to improve customer connect and service retention.
• Participate and support rides, events etc. and maximise the opportunity to gather and collect product feedback.

Success metrics of the role [this section will cover key metrics which will be most critical for the role, KPIs specific to the year/ projects should be covered in the AWP]

As Service Manager, you will be measured on the delivery of various goals and performance indicators. These will depend on the focus area for the year.

Overall success of your role will depend on the following measures but not limited to:

• Training, coaching and development of channel partners.
• Support in spare parts management and optimisation for channel partners
• Implementation of various systems & processes related to after sales.
• Service infrastructure and readiness for new product launches.
• Expanded services infrastructure based on vehicle park and future sales plan
• Channel partner performance, identifying areas of improvement, devising and implementing strategies to improve channel partners performance.
• Addressing product quality feedback and implementing improvement plans.
• Promoting service marketing and creating strategies as per local needs, participation in rides and other eve