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As Head of After Sales for APAC, you will be part of the Global Commercial Organization and report to the Head - Business Markets APAC.
You will be responsible for executing the after sales business strategy roadmap in APAC for achieving brand and service led business growth.
As a After Sales Head, you will be responsible for all aspects of after sales, customer care and spare parts for APAC.
You will work with cross functional teams comprising of sales, service, marketing and aftersales for delivering business objectives.
Key Responsibilities
Responsible to ensure after sales service operations for APAC region is carried out as per RE standards.
Responsible to ensure optimal customer care is provided and thereby contributing to customer satisfaction.
Responsible for increase in after sales service and thereby increased customer market share in the region.
Responsible for achieving defined targets pertaining to service volumes.
Ensuring prompt, polite and efficient connect with potential and existing customers.
Maximizing customer loyalty and retention, by ensuring that customers receive constant care and attention.
Promote service offerings of RE like Extended warranty, service contract, Insurance and RSA etc.
Keeping up-to-date on market information on competitive dealer service, and current market conditions including service promotions etc and providing necessary inputs for making strategic business decisions.
Promoting customer retention activities like Free Service camps, Customer meets & initial Quality survey etc to fulfill customer desire as well as to achieve satisfaction.
Manage and mentor employees, as well as monitor their performance.
Setting goals and objectives for promoting new and repeat business for the region.
Encouraging and enabling technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers.
Taking steps to maintain the highest Customer Service Index (CSI) rating from customers by handling customer and complaints immediately and according to dealership policy.
Success metrics of the role
As Head of After Sales for the region, you will be measured on OTIF delivery on 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:
% variance in actual v/s planned service plans and budgets
Improvement in customer satisfaction index
Number of job cards for the region
% adherence to service training plans
Labour Revenue for region
Team Management
Dealer/Distributor profitability
Scope and Impact
As per SBP 2018-19
Network and stakeholders
Distributor – Interact with distributor and help them in technical support, collect product feedback, conduct training, help in resolving critical issues & customer complaints, run customer care programs through their dealers, support in spare parts management.
Homologation – Support for clearing homologation on need basis
Ensure PDI process is adhered to
Legal Department – Handling legal aspect of business related to after sales, coordinating with the legal team in India.
Government Agencies – Relationship with various stakeholders in the government departments (optional) for recall and campaigns information collection & sharing.
What are we looking for?
Technical / Engineering Degree
Total work experience of 15-20 years in after sales, spare parts & network development in automotive industry.
Strong technical background, awareness of consumer laws in the country.
Self-motivated, result oriented ability to manage ambiguity, ability to work & build a team and good interpersonal skills (Spoken/written English).
What will it be like to work for Royal Enfield?
As the oldest motorcycle company in continuous production, Royal Enfield made its first motorcycle in 1901. The team is growing consistently, competitively and profitably over a decade now, actively chasing its aim to be the #1 global mid-size motorcycle company and be the #1 Brand in product and service excellence.
At Royal Enfield, we don’t simply on focus on what we do, but how we do it is also very important to us. We do not follow the industry conventions, or take the well-trodden path. We create our own path and that has led us to this outstanding success in the past. Our values and the brand remains at the core of all our activities, as we work towards transforming Royal Enfield into a complete experiential brand.
To that effect, we are adding quality and diversity to the existing team by bringing in new people from different industries providing us with a wide range of thoughts and ideas; people from different parts of the world to help us learn about the markets we intend to serve in the future.
About Royal Enfield?
The oldest motorcycle company in continuous production, Royal Enfield made its first motorcycle in 1901. A division of Eicher Motors Limited, Royal Enfield has created the mid-size motorcycle segment in India with its unique and distinctive modern classic bikes. With its new manufacturing base in Chennai, India, Royal Enfield is able to grow its production rapidly against a surge in demand for its motorcycles. With 50% growth every year for the last 3 years, Royal Enfield is fast becoming a very important player in the global mid-size motorcycle market and is working towards re-inventing this space with motorcycles that are evocative and engaging and great fun to ride.
Royal Enfield’s product line‐up includes the Bullet, Classic and Thunderbird models in both 350 and 500cc displacements; and the recently introduced Continental GT 535cc café racer. Royal Enfield operates through 11 company-operated stores and 250 dealers in all major cities and towns in India, and exports to over 40 countries across the world including the USA, Japan, UK, several European and Latin American countries, as well as the Middle East and South Asia.
Royal Enfield also organises and supports many motorcycling events and rides , more prominently the Rider Mania – an annual gathering of Royal Enfield riders from all over India to the lovely beaches of Goa, and the Himalayan Odyssey, the most arduous motorcycle ride over some of the toughest roads and highest mountain passes in the Himalayas. Royal Enfield also conducts the popular ‘One Ride’ where people around the world ride out on their motorcycles on the first Sunday of April.
Read more about us: www.royalenfield.com
Catch-up on all the latest openings: https://royalenfield.com/aboutus/careers/
