Service Manager

Roles and Responsibilities

POSITION TITLE: Service Manager

DEPARTMENT: Aftermarket and Customer Solutions

REPORTING RELATIONSHIP: This position reports to the Aftermarket head of dealership.

Direct Report(s):

Solid: Product Specialist, Field Service Supervisor, Service Administrator, Warranty

Administrator.

Peer Group: Parts Manager, CSA Manager, KAM, Parts Marketing Manager

ROLE DESCRIPTION:

Responsible for the efficient and profitable operation of the service department while

ensuring a high level of customer satisfaction. This position manages fiscal and operational

activities efficiently within the department and organises and supervises all service activities

in the dealers coverage area according to company guidelines.

• Customer satisfaction and retention.
• Service performance KPIs such as MTTR, response time etc
• Service organisation motivation and performance.
• Achievement of targets as set in PDP and by company management for business &

Operation goals.

KEY RESPONSIBILITIES:

• Manages operation activities as listed below and develops reasonable annual objectives

such as staffing, budgets, financial targets for the service department.

• Responsible for Field service and repair of machines and equipment.
• Responsible for Reconditioning, maintaining rebuild records and overhauling of major

components like Engine, Transmission, Pumps, Motors, axles etc.

• Responsible for M/c health inspection, UC inspection
• Responsible for Warranty repairs, Driving Product Campaign, Safety programmes.
• Responsible to ensure Compliance with environmental regulations
• Responsible for providing on time service in field and workshop to customer’s

equipment.

• Responsible for equipping the dealership with adequate special tools for workshop and

field diagnostics at relevant locations to achieve target MTTR.

• Responsible to provide access of all Volvo systems Prosis/CHAIN/VDN/Tech tool etc to

all technical staff at the dealership.

• Responsible for Providing the direction and leadership required to achieve profitable and

professional technical services at high-quality standards.

• Responsible for driving all the Aftermarket service KPI’s like MTTR,ART,FTF,CSS etc.as

per call centre reports.

• Responsible for analysing the call centre monthly KPI report and take corrective action

accordingly to improve the performance and encourage the team for same.

• Responsible for on time reporting to all concerned department with respective

designated reports (e.g., monthly aftermarket report/ Campaign status/ KAC etc)

• Generate, maintain, discuss & share within the team and send all service efficiency and

management reports to its management and VOLVO (KPI’s report of Call centre, AMSP

report, Aftermarket monthly report, Monthly Aftermarket Business Projection, scheme

outcome, etc.) on scheduled time with the help of Parts Manager/KAM/CSA manager.

• 100 percent of all disputed service invoices are settled within 30 days of notification of

the dispute.

• Recommendation to Parts department for stocking the parts for 100% machines models

working in respective territory. This is to be inline with DSL from VOLVO and based on

failure pattern and machine population in the respective territory.

• Manage accounts receivables as per the company directives.
• Successful attainment of parts and service objectives (financial and operational) as set

forth in the PDP target.

• Performance of the responsibilities as set forth in this job description and the

dealership’s return on investment.

Required Competencies:

• Degree/ Diploma in Auto/ Mechanical.
• Minimum 5 years of supervisory experience related to after-sales processes,

preferably from a construction equipment dealer network.

• Proven technical knowledge of equipment operations and mechanical functions.
• Working knowledge of field and workshop operations.
• Excellent customer-relations skills.
• Good communication skills, both in writing and verbally, in local language and

English.

• Good computer skills using Word, Power Point, Outlook and Excel software.