1.

JOB
PURPOSE
An Area Service Manager is responsible for overseeing service operations, meeting
revenue/volume targets and managing the service team in the region. The Area Service Manager
is also responsible for the territory service requirements with focus on process/product
improvement. The Bajaj brand is well known in all pockets of India, and the ASM will be
responsible to expand the markets and handle dealers.
In Bajaj Auto, we have four domestic business units - MC, IBU, PB & UB.
MC:
The product portfolio of the Motorcycles business unit (MC) includes 2 wheeler bikes in the Sports
and Commuter segments - e.g. Pulsar, Dominar, Platina etc.
IBU:
The product portfolio of the intra-city business unit (IBU) includes 3 wheeler passenger and cargo
vehicles, a quadricycle and EV as well.
PB:
The product portfolio of the Probiking Business Unit (PB) is the premium motorcycles - KTM,
Husqvarna and Triumph.
UB:
The product portfolio of the Urbanite Business Unit (UB) is the electric 2 wheeler - Chetak.

2. REPORTING RELATIONSHIPS
Reporting to Direct Reports

Divisional Manager (Service - MC/ IBU/ PB / UB) NIL

3. INTERACTION WITH STAKEHOLDERS
Internal External
- Service Training team - Dealerships
- Service Support team - BAFL, Other financers
- Spares team
Direct
- Plant team
- R&D team
- Network Development team

5. KEY COMPETENCIES
- Deep Understanding of service processes
- Dealership Management
- Product Knowledge
Technical/ - Competition Tracking
Functional - Product Quality
- Negotiation and Conflict Resolution

- Continuously raise the bar

- Ensure results with speed
Behavioural - Meet customer expectations
6. KEY RESPONSIBILITIES
Service volume growth:
- Achieving the service targets through channel partners in the assigned region
- Increasing the market share for the assigned region by providing strategic directives
- Involved in the preparation of Plan Actuals with Regional Manager for setting service targets for
ASM by analyzing actual service vs expected service
- Updating market developments periodically to facilitate proactive steps to combat competition
- Analyzing market service data and customer satisfaction data

NPS:
- Identifying the network gaps & identify prospective dealers
- Managing the business by monitoring each dealership in terms of viability and profitability
- Providing support and Handholding new dealers to ensure smooth operations

Repair Quality:
- Capturing RM and ASM best practices and deploy them horizontally in concerned areas

Service Capability:
- Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor
customer service to achieve service objectives and customer satisfaction
- Kaizens
- Stock planning & correction

Dealership Performance:
- Deploys best practices from one region to the other.
- Career pathing and mentorship
- Conduction of team building activities in order to drive engagement among the service team

The above list is not exhaustive and could evolve with changing needs & priorities of the company

7. KEY RESULT
AREAS
-Service volume growth
-NPS improvement
-Repair Quality improvement
-Counter measure PFRs for improvement
-TAT reduction – spare parts service level improvement
-Projects undertaken for the quarter/ territory