Group Company: TVS Motor
Role Title: Associate Lead - Service Network Development (ASN & CI)
Office Location: Bangalore
Position description: Responsible for managing the appointment and operations of the Alternate Service Network, while ensuring service infrastructure quality across all 3S networks
About TVS / Who are we?
TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavours to deliver the most superior customer experience across 80 countries in which we operate.
For more information, please visit www.tvsmotor.com.
Role: Associate Lead - Service Network Development (ASN & CI)
Department: 2W Service
Education Qualification: full-time B.E/ B.Tech
Engineering in mechanical / Automobile / MBA or PGDM (Operations / Marketing / General Management).
Required Experience: atleast 3 Years of experience in Dealer Development
Target Companies / Industry / Sector: Automobile
Key words to source profile/ Must have skills:
- Automobile service operations and network expansion
- Profitability analysis and capacity planning
- Field recce, appointment coordination, planning, and execution
- Customer retention, MBO engagement, and digital product management
- Data analysis, reporting, and analytical thinking
- Leadership, accountability, influencing skills, decision making
- Adaptability, customer centricity, collaboration, and teamwork
Role Description
- Identify high-potential locations for Alternate Service Networks (AMD SB, ASD, CSP), coordinate recce through field teams, and drive timely appointments.
- Facilitate the selection, evaluation, and onboarding of Certified Service Points (CSPs) in potential markets with the help of PGM Coordinators.
- Review and approve workshop layouts for 3S dealerships, ensuring compliance with standard infrastructure norms (issue of LAR).
- Continuously monitor service inflow and profitability of newly appointed networks; analyze trends and initiate improvement actions.
- Study the customer journey of vehicles sold through Multi-Brand Outlets (MBO) and implement strategies to improve service retention.
- Drive initiatives through new networks to re-engage and recover customers previously lost to competition or other channels.
- Monitor primary network capacity, ensure ramp adequacy, and implement measures to maintain optimal workshop utilization and service quality.
- Facilitate implementation of fire safety systems across networks and support initiatives to enhance My Sustainability Score.
- Develop and drive digital solutions to capture PGM customer data and promote parts and vehicle sales through PGM touchpoints.
- Oversee network changes and ensure seamless customer data transfer to maintain continuity and quality of service delivery
Managing points (Key KPI/KRA’s)
- ASN appointment (AMD-SB, ASD, CSP)
- Lost customer recovery thru new network addition (AMD/ BGr/ ASN/ AD)
- MSI Score of new Network
- Profitability of New network - AMD, Br, AD, ASSP& ASN (0 to 6 months)
- Optimise the service capacity of existing workshops
- Improvement of MBO customer retention
- Digital Projects
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