COCO Service Manager

COCO Service Manager

Plan and coordinate service activities with the objective of increasing customer satisfaction, generate service revenues and increase parts sales of Case products within company strategy and guidelines.

The role of Service Manager will report to the General Manager of the company owned store and shall predominantly coordinate service activities thru team of field & workshop service engineers in collaboration with parts manager for parts inventory management for the assigned area.

Position Responsibility: Pre-defined Area

Reporting to: General Manager of company store

No of Reportee: 10 (3 Technicians, 4 workshop technicians and 3 parts persons)

Plan and co-ordinate service activities for assigned territory and maintain MTTR as per company norms.

Plan for lubes and filters to carry out scheduled maintenance within stipulated time.

Plan and ensure periodic visits to out of warranty machines as a target for the month and year.

Generate revenue streams in parts, service and lubes as per set targets.

Manage workshop and generate revenues thru component overhaul, machine overhaul, machine buy back refurbishment and warranty thereof.

Promote AMC and execute same to customers satisfaction as per targets

Plan training needs of the service technicians and ensure training are imparted (soft and technical)

Establish key customer relationships with targeted contact management and on-site customer visits as per monthly/quarterly and annual plans.

Collect customer testimonials (written and video) about good product performance and after sales support every month.

Plan & organize service camps & operator meets as per set targets.

Conduct monthly/Quarterly meetings with OEM's (KOEL, M&M, Bosch, Ceat)

Carry out planning of service requirements and depute service engineers to site as per right prioritization.

Raise invoices on customers for service revenues and ensure collection of payments.

Maintain workshop with proper tools, equipment's and hygiene at all times.

Have close coordination with warehouse for dispatch of parts for machines under breakdown and ensure restoration of machines.

Maintain service history folders of each machines.

Meet irate customers for product, parts or service issues, if any.

Maintain record of failed parts under warranty and ensure dispatches to plant when requested. Scrap items periodically as per SOP guidelines for scrapping of material

Be technically competent to trouble shoot problems in field, when service technicians are unable to do so.

Motivate service and parts team to maintain excellence in after sale product and ensure retention of employees.

Ensure failures are escalated thru THD for all failures.

Ensure all calls are logged thru mobile App only.

Carry out mandatory PIP's , when announced.

Make sure all complaints are attended with right diagnostic and basic tools. Maintain a record of all tools and are calibrated at all times.

Maximize retention of existing customers thru quality service.

Generate leads during service activities for machines sales

Conduct on site trainings for customers.

Take decisions on warranty up to Rs 100,000

Authorize travel claims of service engineers up to Rs 10000

Authorize local purchases of material needed for workshop up to Rs 10000

Access to call center for reports

Access to reports from call center website

Access to THD/ ETIM

Education- Diploma in Mechanical Engineering /Automobile Engineering

Professional Qualification-

Experience 12-15 years working experience in earth moving equipment

Age 30-35 years

Willing to travel for 15 days per month in respective geographies thru suitable mode of transport as per company policy.

Proficiency in Excel, Word and Outlook.

Good communication and negotiation skills

Excellent intra personal relationships

Managerial capabilities to manage men, money & material.