Service Manager Medical Equipments jobs in Mumbai, Maharashtra

Key Responsibilities:

• Develop Customer Engagement strategies based on market trends and competitive analysis, focusing on regions with high potential and low customer churn
• Accountable for boosting After Sales Service performance, thereby expanding customer market share
• Oversee workshop capacity and meet established targets related to job orders and service throughput
• Assess individual customer requirements and deliver services that surpass expectations
• Guarantee customer satisfaction by ensuring quality and timely completion of work
• Enhance customer loyalty and retention by providing continuous care and attention
• Supervise all service department staff and evaluate their performance
• Promote Customer Engagement events organized by Royal Enfield well ahead of time to generate market excitement
• Coordinate service camps to grow service market share and centrally track their effectiveness in terms of incremental revenue for dealers and Royal Enfield
• Participate in formulating a strategic business plan for spare parts, including Market Monitoring, channel partner and dealer visits, and competitor analysis
• Ensure prompt resolution of customer complaints within agreed timelines, including onsite feedback management
• Lead Product Quality Reporting by gathering Pre Delivery Inspection feedback from distributors and conducting warranty claim parts audits
• Design appealing schemes targeting customers to encourage service visits to the workshop
• Communicate with customers through channels such as SMS and social media about the advantages of timely periodic servicing, service reminders, and follow-up calls to drive revenue growth and increase age-segmented unique customer market share
• Notify customers in advance about benefits related to services like Extended Warranty, Roadside Assistance, insurance renewal, and Annual Maintenance Contracts offered by Royal Enfield
• Provide customers with daily advice on additional motorcycle care and maintenance
• Hold regular meetings, either virtually or in person, to gain insights from the aftersales regional retail team and enhance business performance
• Assist the company in understanding the profile and expectations of current service customers
• Offer Spares part Management assistance to Channel Partners and maintain collaborative communication with the factory team
• Ensure readiness for new model servicing through Service Training, planning and procurement of Initial Parts Kits, and provision of necessary Tools and Equipment for new models.

Education : Bachelor’s degree in Automobile or Mechanical Engineering.

Experience : 4+ years’ experience in a similar role including :

• Extensive Service Marketing experience
• Knowledge of dealer service/ parts operations
• Territory and Dealer Management experience