Key Responsibilities:

•  Accounts Receivable Monitor status of accounts receivable with Finance Manager, recommend deviation from credit policy in identified cases to the Business Head. In Order to minimize bad debts.
•  Customer Satisfaction Monitor response and resolution time with respect to customer service issues, coordinate with the team for effective resolution and closure. In Order to meet customer requirements for efficient service and repair.
•  Key Account Management Identify key customer’s biggest challenges and along with the team come-up with tailored service solutions that match their needs. Review current customers and calculate potential of each of them. In Order to ensure high levels of customer satisfaction.
•  Part Inventory, Availability, sales and marketing Initiate and negotiate discussions with customers on parts sale agreement based on customer requirements; get the RO/HQ team to close agreements. In Order to increase coverage in the market and ensure future sales.
•  Site Management Map the Area extensively to identify requirement of site services, Review services provided by technicians and support for resolution of issues, ensure parts availability and warranty claims and deliver as per standards at the site. Better service TAT, Responsiveness and EOS adherence, Competency building, DOS process, Retail excellence. In Order to ensure delivery as per standard at the site.
•  Workshop Administration Ensure standards at workshop are maintained, resources are utilized in an effective manner and SOP are adhered. In Order to ensure smooth running of the workshop, effective resource utilization.
•  Quality Management System Coordinate with other functions within aftermarket to ensure the team is trained on process and procedure so that the customer is satisfied with the services in the first instance, review non - compliance and work with team members to ensure closure of all non – compliances. In Order to meet the required quality standards.
•  People Management Find training needs, coordinate with HR team for planning and delivery of soft skills training and technical training. Identify the competency gaps and facilitating competence development for aftermarket team. Administration of performance management process. Engaging & retaining talent. Driving Values & VGAS action plans. Making hiring decisions for any requirement in the COCO aftermarket. In Order to develop a capable and motivated team of professionals.