Key Roles & Responsibilities:
1. Revenue Growth & Target Achievement
Develop and implement monthly/quarterly action plans to achieve service revenue, SMP (Service Maintenance Package), EW (Extended Warranty), RSA (Roadside Assistance), and Accessories parts targets.
Drive up-selling and cross-selling of value-added services ( Accessories).
Track workshop productivity, efficiency, and revenue per job card.
2. Customer Retention & Experience
Ensure timely follow-ups, service reminders, and customer feedback calls are executed by CRM team.
Resolve escalations and implement preventive measures for service complaints.
3. Marketing & Campaign Execution
Plan and execute local marketing initiatives (e.g., service camps, free check-up drives, monsoon camps).
Collaborate with Škoda India for national service campaigns and report performance.
4. Extended Services
Drive insurance renewals
Maximize penetration of EW, SMP, RSA during vehicle delivery and service visits.
6. Team Coordination & Training
Coordinate with Service Advisors, CRM/CRE, Technicians, and Parts team to improve process adherence.
Identify training needs for service staff to improve selling skills and technical knowledge.
Motivate team with targets, incentives, and performance reviews.
7. Digital Systems & Process Adherence
Ensure SFDC (Salesforce), DMS (Dealer Management System), and Škoda Connect tools are used effectively.
Monitor Cerence dongle fitment and activation process (if applicable).
Ensure LPMS entries and SMP/EW updates are timely and correct.
8. Reporting to Management
Provide regular updates to the Workshop Manager / GM – Service / Dealer Principal.
Submit periodic performance reports to Škoda India as required.