Manager, Aftersales - NMIPL

Position: Area Service & Parts Manager

Location: Chandigarh.

JOB PURPOSE:

Responsible for Customer Satisfaction, Customer Voice Management, Aftersales Business & Dealer Operation and profitability for the assigned area (Chandigarh) Management of Dealer.

PRINCIPLE ACCOUNTABILITIES

EXPECTED END RESULTS

MAJOR ACTIVITIES

Aftersales Revenue

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

• 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…

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

• Review Parts wholesale opportunities, IRF & Commodities business

• . Review dealer appointments ensuring healthy appointment ratio to ensure workshop balance
• Works with dealer sales personnel to ensure dealer meets accessory sales targets and Accessory business promotion
• Provide forecast of month-end and future Parts sale per assigned dealers

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

• Monitor Dispersion Management on KPI performance

• Increase Network expansion in Tier 3 / Tier 4 as per DND plan

Marketing

• Explains NSC’s Aftersales related marketing communication program

• 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 program, trade shows, Aftersales display in motor shows, etc.…

Incentive

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

• Help Service Manager to formulate local dealer incentive programs 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

• Assist dealer in tracking aging parts back orders
• Monitor SOQ and control VOR/BO at workshop

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

Business Management

•  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.

• 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

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

• 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)

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

• Conducts regular audit of warranty parts
• Responsible to accomplish product campaigns, product

• 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.

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

• Ensuring manpower quantity per dealer position as per business requirement

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

• 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

HR

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

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

Others

• 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

• 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

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

• 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)
• Implementation of Tablet Usage for RO opening and processing to enhance customer and vehicle journey at dealership
• Enhance Online Booking and Due vs Done tracking at dealership.

MAJOR CHALLENGES

• Customer retention
• Objection handling – Product concerns/Service concerns
• Manpower availability and attrition at dealerships

KEY INTERACTIONS

• Warranty
• Parts Department
• TCS
• CQ & Training
• Service Marketing
• Market Intelligence
• Sales Team
• ISIT
• Finance and Accounts
• Techline

• Dealers
• Vendors
• DMS

DIMENSIONS

KPIS:

CSI

Retention

Parts & Accessories Wholesale

Extended Warranty Penetration

CPTV & ART

Dealer profitability

SKILLS AND KNOWLEDGE

EDUCATIONAL QUALIFICATIONS

Diploma, Bachelor's or higher degree of mechanical engineering or automobile engineering

RELEVANT EXPERIENCE

Experience of after sales at automotive manufacturing company

Experience : Bachelor : 7~12 Years; Diploma: 9~14 Years

PERSONAL CHARACTERISTICS & BEHAVIOURS

 1. Sound communication skill (Close communication with Dealer & With Internal Team etc will be required)

2. Comprehension of IND domestic market situation/environment.

3. Good Computer Skills including Excel, Powerpoint, etc

4. Good Driving Skills, Has a Passport, OK for Travelling

5. Technical skills – OEM certified (min Level 2) on technical training modules

EV/Hybrid knowledge would be an additional advantage