Head of Fleet and Corporate Service

Head - Fleet & Corporate Service

Responsibilities & Key Deliverables

After Sales Support to all the EV Customers( personal and fleet) and Drive Higher Customer Satisfaction.Prevent generation of Customer Complaints ( escalation) If Customer Concern is generated then Resolution within minimum possible time.Hand ling of Legal Customer Concern.Guide Pan India EV Field team, track their performance on all the Service Parameters and enable the team in achieving their and company goal.Manage team and ensure higher retention and motivation levels of all the team member.Develop New and Existing Dealership for EV Service Support as per vehicle population and based on New Product launches.Drive Dealership Profitability through Increased Vehicle Reporting and Revenue Generation and reduction of fixed and variable cost.Drive MtoM Stand ard Service Process and ensure 100% implementation in Dealership through the team.To conduct regular Audit through the EV Field team as per company stand ard format for dealer evaluation on manpower,infrastructure,service process, Spare parts etc and work on correction of GAPs.Work on Improving Technical Capability on EVs of Dealership Manpower by designing OJTs and Training Program through Training Centre.Frequent and Critical Field Product Concern to be taken up with Plant Team for corrective action in the production vehicle and if very critical then take up for upgrade, cases to case for support(replacement of parts) for existing customer.Take up for technical support from Plant team if any critical concern are not resolved by field team( Dealership and MtoM EV Field Team.Fleet Management Activity for all the existing EV Fleet and hand hold all new EV fleets for the initial period.Build Relationship art the level of Owner, MD, CEO and Senior Management team of the fleet.Planning and Budgeting for Field Department Requirement ( for various activities, service cs, dealership support, Customer support and internal team support and motivation.Formulation of Service Packages for EV ( AMC, Ext Warranty, RSA etc) and Service Retention Tools ( Service Cs, Customer Education Program etc.Formulation and implementation of new process/ innovative idea as per need from Field (considering the fast changing environment of EVs) Also encourage the team to implement and share innovative idea which will bring in higher customer and dealership satisfaction.Monitor Spare Parts Stocking art Warehouse and ensure higher fill rate for dealership orderAlso monitor Dealership Stocking and Ordering system

Preferred Industries

AutomobileCallCentre/ BPO / CS

Education Qualification

Bachelors of Technology; Bachelor of Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile

General Experience

12-15 years (Preferred : 3-5 years Mahindra experience in CCM role, IC engines

Critical Experience

Must have good knowledge of Electric Vehicles and IC engines.Preferably spent 3-5 years in Mahindra in CCM role, IC engines.Must have experience of leading a team

System Generated Core Skills

AftersalesSales SupportCustomer SatisfactionCustomer Complaints ManagementEscalations ManagementPerformance ManagementTeam ManagementService SupportPlanning for Dealership ProfitabilityReportingRevenue GenerationSupplier EvaluationService ProcessesGap AnalysisQuality ControlDealer Manpower ManagementTraining DesignTraining & DevelopmentAction PlanningFleet ManagementRelationship ManagementService CampaignsBudgetingCustomer SupportContract ManagementInnovative ThinkingStock ManagementOrder ManagementElectric VehiclesProduct KnowledgeTechnical KnowledgeProcess Implementation

System Generated Secondary Skills

Experience Level

Executive Level