Area Manager Field and Services

JD :Area Manager – Field and Services

Roles and Responsibilities:-

• Follow the network on all the Quality & After-sale business KPIs (Parts, Customer Satisfaction) and implement corrective actions, if needed,
• Deploy Renault Referential, Methods & Standards, workshop organization and Quality policy,
• Contribute to the achievement of Customer Satisfaction and Service Retention objectives,
• Deploy and pilot all animation systems of the network,
• Ensure the service coverage on its territory,
• Understand Business Profitability and measures to improve with necessary simulation
• Inform, manage the after sales commercial policy of Renault with the Dealer
• Reach the target of the workshop and distribution parts business,
• Deploy the customer engagement activities / service promotions (to retail customers) in the workshops of the network,
• Drive the customer satisfaction index
• Prepare Training plan of the After-sales employees of the network , in relation with the training centre
• Provide feed-back to RIPL on the different programs efficiency,
• Manage the customer complaints with the dealer and head office, ensure an answer is provided within the target time

Purpose of the Job

• Maximize the commercial performance in Parts, accessories and service, as well as the Quality of Service performance of the dealers of his zone,
• Deploy the commercial and quality policy of the manufacturer,
• Manage the customer satisfaction,
• Provide assistance to the dealers,
• Interface between network and RIPL,