Service Manager

Department: JCB Service (Heavy Line) & Mid-range (Back Hoe Loader/Telehandler/Mini Excavator)

Job Title: Service Manager- HL/ BHL

Reporting to: BHL & HL Service Head (HO)

Educational Qualification: Diploma/ B. Tech

Experience: 5+ years of experience in a Team Handling role, preferably into Construction equipment/ Commercial Vehicle service.

Supervision: Team of 12 –15 service and parts manpower across districts.

Job purpose: The position would be responsible for driving team of 12-15 Manpower to ensure the service, machine maintenance and parts sales in targeted areas.

Salary: 04 Lakhs to 05 Lakhs PA + incentives + TA/DA

Location: Jamshedpur, Jharkhand (includes East Singhbhum, West Singhbhum & Saraikela-Kharsawan)

Roles and Responsibilities:

Customer Retention and repeat sales: client satisfaction, client delight, client switching costs, client relationships, and client service standards. NPS - Net promoter score, MTTR - Mean time to resolve.

Business Revenue: Reach customers in Premsons' territory and provide scheduled service and maintenance of existing machines by team, meeting parts & service revenue targets, ASC - Annual service contract, Extended warranty - To sale Extended warranty for 2nd, 3rd and 4th year set by JCBIL.

Workshop Revenue: Workshop parts/lubes sales, Workshop utilization.

Communication: Establish clear and transparent communication between the field service teams, CRM Team, Parts Team and Sales Team to addressing gaps and taking necessary actions. Tracking each and every service person’s daily activity. System & applications friendly of JCBIL. Follow all the procedure as per guidance of JCBIL.

Product Awareness: Knowledge of Mid-range and Heavy Line product (should be deep knowledge of Engine, Transmission, Axle & Hydraulic System).

Manpower retention and skill development: Manpower retention and skill development, ensure all the engineers taking training (as per required) which is conduct by Dealership & JCBIL (Ex. L0, L1, L2 & L3).

Preparing & Checking Reports: Ex. TA/DA of engineers, Service visit report, Daily/ weekly/ monthly report and escalate to reporting manager.

Team’s Performance Review: Asses the team’s performance and ensure sufficient Service Manpower availability, collaborate with HR and reporting manager to identify recruitment needs. Make recommendations for hiring decisions based on the assessment of candidates.

Skills and Knowledge:

Interpersonal skills

Technical skills

Analytical skills/ Strategic Thinking

Leadership skills

Collaboration

Adaptability

Roles and Responsibilities

· Field Service Engineer

· Location: Ranchi, East & West Singhbhum, hazaribag, Koderma, Palamu, Garhwa, Saraikela-Kharsawan, Simdega, Khunti, Lohardaga, Chatra, Latehar, Ramgarh.

· Diagnoses and completes repairs to the JCB Machine (Backhoe loader, WLS, Excavator, Compactor, etc.) at the customers site.

· Engages customers in a courteous and professional manner. Anticipates and ensures prompt and efficient attention to customer needs.

· Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete fewer repairs, including identifying and preparing required parts and tools.

· Performs preventative maintenance activities as per documented schedules and standards on engine and related components in the field.

· Completes required documentation, such as service worksheets, warranty claims, and quality documents via handwritten forms or business system input screens.

· Completes training in line with skill and business requirements.

· Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation and reports any issues/incidents to site management and to their supervisor

· Experience in Circuit diagrams.

· Troubleshooting

· Promote ASC & Care+ Business

· Parts & Lubes business promotion

· Two wheeler is mandatory with driving license.

· ITI Candidates can also apply.

Desired Candidate Profile

· Effective communication, Managing complexity, Customer focus, Developing talent, Self-development, Service Documentation, Electronic service tool Application, Product repair and Maintenance, Health, and Safety Fundamentals

· Intermediate level knowledge and experience with Engine and BS IV products

· Customer service experience

· Online support for field service issue resolution.

· Command on electrical and electronics and Trouble shootings skills

· Field Issue resolutions support and good command on EATS system and BS VI product awareness.

Job Types: Full-time, Part-time, Permanent, Fresher

Work Location: In person