Start Your Career at Himalaya TVS (Himaalayaa TVS)

Job Objective

Manage the complete sales business by driving the team. To make important decisions regarding the sales unit and achieving complete utilisation of the market condition with a high level of customer satisfaction.

Field of Work Planning

• Supporting TVS area office to plan issues relevant to sales, such as volume planning and activity planning.
• Defining market goals for vehicle sales, coordinating with performance targets and drawing up a marketing plan.
• Developing concepts to increase turnover and profitability in Sales and reaching agreement on these with the TVS Area Office.
• Resource planning for the new vehicle inventory and developing measures to optimise inventory management.

Market Activation/ Marketing

• Support activation team in planning, budgeting and implementing as per the sales targets.
• Planning and managing BTL activities and customer loyalty programs.

Operative Management

• Effectively use the customer contacts from the data-base for pre and post sales.
• Ensuring finance and insurance options are available for the customer.
• Ensuring an appropriate number of demonstration/ Test Ride vehicles are available.
• Monitoring vehicle orders and deliveries.
• Ensuring TVS Motor sales process is followed.

Quality Management

• Planning and managing measures to assess customer satisfaction.
• Ensuring TVS Motor expected quality and supervising standards are maintained in Sales.
• Being a role model in customer handling.
• Handling critical customers who are difficult for the DSE’s to handle.
• Ensuring customers are looked after post-sale.
• Evaluating customer complaints and resolution of the same.

Information Management

• Ensuring product leaflets as well as process documentation is up to date, complete and available.
• Ensuring information from TVS Motor Area office is noted, followed up and made available to all.
• Actively passing on relevant information to employees.

Network Management

• Identification of new areas for bringing additional business volume.
• Increasing AD productivity through new initiatives.
• Coach and handhold AD owners to increase productivity and profitability.
• Hand-holding AD coordinator in managing AD business effectively.

People Management

• Involvement in interviews and decisions regarding employing new staff as per dealership and TVS Motor requirements.
• Employing new staff and developing an induction plan.
• Monitoring the training adherence of the sales team and nominating for suitable training where required.
• Managing, coaching and motivating employees and thus ensuring a high quality of employees.
• Defining target agreements with employees.
• Checking levels of target achievement and reaching/agreeing measures to correct these should deviations occur.
• Assessing employees and, if necessary, initiating disciplinary measures and regularly carrying out employee discussions.
• Together with employees establishing personal development goals and agreeing on means of achieving these.
• Whenever needed, clarifying entitlement to incentives and assigning this to the corresponding member.
• Coordinating and supervising attendance and holiday planning of employees.
• Taking suggestions for improvements from employees, recording these and, if necessary, implementing the ideas.

Qualification

• Education: Any graduation.
• Experience: 10-15 years with at least 5 years in two wheeler sales.
• Desirable expertise: Communication skills, analytical skills, ability to handle dynamic situations, leadership and motivation skills, basic computer skills, people management.

Job Objective

To sell TVS Motor vehicles as well as optional accessories, financial services, Insurance. He represents the brand, provides excellent customer service and is the key contact between the customer and the company. He meets sales targets with high customer service standards.

Field of Work:

 Reception of customers

• Proper greeting of customers in the showroom or field areas and offer refreshments.
• Introduction of self, offer business card.
• Assist customers when the requested salesperson is not immediately available.
• Offer guidance to other products and services when requested.
• Analysis of needs and requirements
• Ask the correct questions and observe customers to understand the customer needs.
• Check, discuss and clarify needs by using questioning techniques (open, target and close questions).
• Capture prospect details in DMS.
• Based on demand/ needs analysis, recommend suitable products.
• Provide estimation of product sales process (lead time for vehicle delivery, finance process, etc.).
• Able to relate features to advantages and benefits for customers.
• Provide proof of the benefits (e.g. test drive, customer testimonials, etc.)
• Static demonstration of the vehicle.
• Perform dynamic demonstration/ test drive (SOW) with planned route and professionalism.
• Discuss experiences with customers after static or/and dynamic demonstration.

Presentation of Offers & Schemes

• Present offer of the right match to customers’ needs.
• Present other packages as applicable (accessories packages etc.)
• Discuss and clarify terms and conditions of offer (especially promotional offers if any)
• Handle objections by offering the right customer benefits and not focusing on price.
• Negotiate effectively based on need.
• If the salesperson has no solution, communicate with the immediate manager (Team leader/ Sales Manager)

Closure of sale

• Prepare all necessary documents related to the sale of vehicles.
• Explain sales terms & conditions, record details properly and review with customers.
• Obtain confirmation as required.

Delivery of new vehicle

• Inform all internal parties of scheduled delivery.
• Preparation of vehicle delivery documentation.
• Inspect vehicle and confirm delivery time with customer.
• Present and explain all features of the vehicle, celebrate the delivery of the vehicle.
• Obtain receipt of vehicle by customer.
• Introduction to the service advisor for service of vehicles.

Follow-up after delivery, build and enhance customer relationship

• Plan follow-up after vehicle delivery (3 days, 1 month, every 6 month – explore referral sale)
• Collect customer feedback on the overall sales experience and record it.
• Make the appropriate recommendation which is cost effective to the customer to gain customer’s trust.
• Promotion of company’s activities in relation to new product launch & sales campaigns.
• Continuous maintenance of customer relationship by regular contacts, invitation of customers to events, offer of assistance (e.g. for service bookings, etc.)

Build and expand customer database

• Actively participate in sales and marketing BTL activities.
• Active prospecting of new customers through cold calls and referrals.
• Use DMS to keep track of prospects.
• Keep track record of walk in, telephone enquiry of customers and prospects.
• Enter prospect details in CRM DMS within 24 hrs. of contact with prospect.
• Update all the follow-up and test drive details in CRM within 48 hrs. of time.

Note: In case dealerships have a separate CRM-DMS executive, fill the inquiry register and handover the same and ensure that all the details are entered in DMS.

Qualification:

• Education: Any Graduation.
• Experience: 0-3 years’ experience is sales (Some experience in auto sales is desirable)
• Desirable Expertise: Communication skills in local language, Negotiation skills, basic computer skills, team player, ability to work in dynamic situations. Driving licence is mandatory within 3 months of joining.

Job Objective

Managing the complete sales business of the authorised dealers under the dealership. Making important decisions regarding the AD’s and achieving optimal utilisation of the market through them.

Field of Work:

Planning

• Supporting the AD in planning issues relevant to sales and volume planning.
• Defining AD market targets for new vehicle sales and assisting in market activation planning.
• Proposing concepts to increase AD turnover in Sales and reaching agreement on these with the AD owners.
• Inventory planning and timely allotment of vehicles to the AD’s as per available stock.

People Management

• Supporting selection of candidates for AD’s based on TVS Motor requirements, as per need.
• Monitoring and ensuring the AD staff are adequately trained as per expected TVS norms.
• Coaching and motivating AD sales employees as per need.

Operative Management

• Collection of monthly order statements (MOS) and payments from the AD’s.
• Collection of the sales reports from AD’s and sending the same to the sales manager.
• Ensure all documentation is done and error free before vehicle release for AD’s.
• Responsible for vehicle display as per norms at each of the Ads.
• Follow-up bookings and complete generation of invoices for the given sales target.
• Ensuring effectiveness and efficiency of customer contact at AD counters.
• Ensuring the range of TVS Motor additional services (financing, insurance etc.) are available.
• Ensuring an appropriate number of demonstration/ TD vehicles are available.

Qualification

• Education: Any graduation.
• Experience: 8-15 years with at least 2 years in a management role in two-wheeler sales.
• Desirable Expertise: Communication skills, analytical skills, ability to handle dynamic situations, leadership and motivation skills, basic computer skills, people management.

Job Objective

Regular update of CRM DMS on suspects, prospects, prospect follow-ups, test drive details, manpower details etc.

Field of Work:

DMS data entry & Update

• Collect ‘green cards’ from all the sales executives daily.
• Enter all prospect details in e-dealer.
• Update sales executive follow-up details in DMS.
• Enter test drive details, closed case details, lost sales details in DMS.
• Create follow-ups for sales executives in DMS.
• Generate follow-ups for the day to sales executives during morning meetings.
• Collect follow-up results from each sales executive by the end of the day and update the same in DMS.
• Check the manpower reports in DMS and update the same as per available manpower in the dealership.

CRM DMS report generation

• Provide SE wise activity details to the sales manager on a weekly basis or as required.
• Generate all other reports pertaining to the dealership as required.

Qualification

• Education: Any graduation.
• Experience: 1-2 years’ experience in operating any IT systems.
• Desired Expertise: Communication skills, MS office, typing skills, team player, and sensitive to data handling.

Job Objective

Improve Customer satisfaction by implementing CSI improvement plans as recommended by TVS Motor and also as initiated by the dealership. Act as one point contact for all customer complaints related to sales.

Field of Work:

Customer Satisfaction Index Improvement:

• Discuss with the Sales manager to develop an action plan for CSI improvement at the dealership.
• Implement a mechanism to capture customer feedback at various stages of the sales process (like test drive feedback, feedback on overall sales experience etc).
• Capture customer feedback post-delivery through feedback form and analysis.
• Develop an action plan to eliminate negative feedback from customers in future.
• Provide feedback to the sales department on customer complaints or any other issues that may affect Customer satisfaction.

Delivery process:

• Coordinate with sales consultants and PDI executives to ensure proper vehicle delivery.
• Ensure customer delight during the new vehicle delivery process by implementing innovative cost effective ideas during the delivery process.

CRM activities:

• Develop monthly & quarterly plans for CRM activities with the support of Sales Manager.
• Conduct CRM activities like customer meets etc.
• Communication to all the customers through telephone etc. on all CRM activities.

Customer Database Management:

• Check in CRM DMS whether all the mandatory fields for customers are recorded.
• Provide feedback to sales executives in case of any missing fields in CRM DMS.
• Old customer database cleaning, in terms of checking and updating the contact information.

Qualification

• Education: Intermediate / Any graduation.
• Experience: 0-2 years’ experience as a CRM executive or front office executive.
• Desirable Expertise: Communication skills in local language, Customer oriented attitude, team player, sensitive to customer needs, ability to handle customer queries/complaints, analytical skills.

Job Objective

To welcome and look after all visitors at the dealership in a friendly manner, and to record and pass on information selectively and efficiently. To assist the DSE with all customer contacts. Ensure a pleasant atmosphere in the dealership.

Field of Work:

Customer contact

• Representing the TVSM dealership on the telephone and by means of personal welcome as the first point of contact for all visitors and business partners.
• Promptly greeting and addressing all visitors to the dealership.
• Addressing telephone calls and connecting callers if required with proper etiquette.
• Ensuring prompt, priority customer care for those with problems or complaints.
• Documenting walk-ins and tele-ins in the showroom and updating in the DMS system.

Sales Assistance

• Introduce sales executives to all showroom walk-in customers.
• Proactively offer refreshments to walk-in customers.
• Provide basic information about TVS Motor Dealership and products over phone to all telephone enquiries.
• Record telephonic and walk-in prospects information in showroom log-books and share the same with sales managers daily.
• Pass on all telephonic-in inquiries to respective sales executives with the consent of the sales manager.
• Resources management
• Ensure all showroom display clean vehicles are displayed in a proper lay-out.
• Ensure PDI OK vehicles for test ride.
• Ensure safety points are adhered to before the test ride is taken.
• Maintain test drive log book to monitor and control proper usability and timely rotation of vehicles.
• Act as one point contact for information related to test drive vehicle availability.
• Showroom/facilities management
• Ensuring that the showroom is kept clean and tidy by maintaining the showroom cleaning checklist.
• Checking and, if required, refilling brochure/ leaflet boxes.

Qualification

• Education: Intermediate or any graduation.
• Experience: 0-2 years’ experience as front office executive.

Desirable Expertise: Communication skills in local language, basic telephone etiquettes, team player, basic computer skills, ability to work in dynamic situations, sensitive to customer needs, customer centric attitude.

Job Objective

The DME implements local marketing activities and aims to align them with the marketing initiatives of TVS Motor Company. He supports the sales team to achieve an optimal utilisation of the market potential for new vehicle sales.

Field of Work:

Marketing planning

• Alignment and execution of TVS Motor corporate marketing campaigns at dealership level.
• Execution of local marketing activities (BTL) in order to meet the targeted number of enquiries as finalised by the dealership management.
• Supporting the supervisor with the creation of a quarterly/monthly marketing plan.

Marketing communication

• Using sales promotion material provided by TVS Motor Company as well as assisting in development of in-house sales promotion materials.
• Ensuring that all sales promotion materials used are maintained and updated.
• Planning and organising events and conducting negotiations with service providers with support from the sales manager.
• Supervising, hand-holding external service providers during events where ever required.

Marketing controlling

• Monitoring to ensure that the set marketing budget is being adhered to and informing the supervisor on the budget status.
• Analysing all marketing activities to see if the expected objectives have been met.

Qualification

• Basics: Intermediate or any graduate.
• Experience: some experience in desirable in marketing / advertising / events ( preferably with auto / consumer durable / FMCG sector)
• Desirable Expertise: Communication skills, Customer oriented attitude, Ability to coordinate with external agencies, team player, ability to handle customer queries/complaints, analytical skills, Event management skills.

Purpose

To ensure Customer Satisfaction by implementing systems & processes at the workshop.

Role Description 

Business Development

• Ensure all the service & repair of vehicle are as per TVSM standard operating procedures to gain customer satisfaction
• To conduct promotional activities.
• To build & lead team to achieve Service Centre targets

Operations

• Managing all workshop activities including, diagnosing faults, repairs & servicing of vehicles to standard, and reception activities, and delivery of the customer service process.
• Random check up to ensure 6 QC gate is followed efficiently in the workshop for improving the percentage of First Time Right Repairs.
• Managing & monitoring the AMC’s and maintenance of the workshop equipment.
• Ensuring 3S service centre and the atmosphere is maintained clean & pleasant.
• To conduct audits and maintain standards at the Service Centers.

Customer Centricity

• Ensuring the customer complaints closure within the target lead time.
• Monitor complaints raised through the Internal & call centre PSF, ensure all the complaints are closed within the target time.
• Ensure the service team maintains the quality of operation from receiving the customer to delivery of the vehicle

Requirements:

• Basics: Graduate or -Automobile/Mechanical
• Experience: minimum 5 Yrs. of experience

Specialised Skills or Training Required

• Works Manager Training from PTC, TVSM,
• MS office working knowledge

Purpose

To ensure Timely & Quality Service for achieving high level of Customer Satisfaction

Role Description

SOP No: (Service Initiation)

• Attend to customers with courtesy.
• Understanding customer’s service needs and recording the same.
• Start & check the vehicle to confirm the Jobs / services requested. Ask relevant questions for better understanding.
• If required take a road trial of the vehicle along with the customer for better & thorough understanding of the customer needs.
• Discuss & take approval of the customer on jobs to be done, explaining the time & cost estimate.
• Hand over acknowledgement slip to customer and request him / her to proceed to the customer lounge or leave the vehicle, as desired.
• Send the job card to service reception for the floor supervisor and the vehicle to the washing area.

SOP No: (Servicing/ Repair)

• Explain the jobs mentioned on the job card to the floor supervisor.
• Follow up with the Floor supervisor for timely readiness of the vehicle.
• Ensure with the Floor Supervisor on the completion of demanded jobs and take road tests based on the complaints.
• Information to customers on Completion of demanded Jobs.

SOP No: (Vehicle Delivery)

• Service Advisor to carry out confirmation that all jobs / services as requested are done
• Delivery of vehicle along with explanation of Bill & Job done.
• Explanation of Job Advice (Future Job requirements) to customers.
• Confirm that Signature of the customer is taken on the job card before billing.

SOP No: (6QC gate)

• Service Advisor should ensure all the previous check gate Stamps / Signatures are punched on the job card by respective workshop employees.
• Service Advisor to check that labour charges / spare parts charges are entered in the job card.
• The Service Advisor will also inspect the vehicle for cleanliness.
• Put the Stamp / Signature on the job card if the vehicle is found satisfactory after a road test.
• Inform the customer about the status of the vehicle.

SOP No: (Road Test)

• Service Advisor will carry out confirmation road tests on completion of job.
• Road test should be conduct by the same Service Advisor who has done the road test while opening the job card.
• Should offer the customer a road test at the time of delivery for ensuring customer satisfaction.

Other Responsibilities:

• Coordination with the receptionist for customer appointment details.
• Follow up and to close Customer concern raised at different level (CC raised directly at dealership, Dealer PSF, Informed through TVSM).
• Support Works Manager to Conduct service promotional activities, Insurance Claims etc

Requirements

• Basic: DAE/DME or ITI
• Experience: Minimum 2 yrs. of experience

Specialised Skills or Training Required

• Ability to transfer customers verbatim to Job Cards.
• Sound Technical knowledge,
• IT or DMS working knowledge.
• Service Advisor training from PTC, TVSM

Purpose

To ensure first time right and attend all the customer service requests within promised time.

Role Description

SQOM no: (Servicing/ Repair)

• Floor Supervisor to allocate the job cards to technicians based on token no, skill matrix, ramp availability & promised delivery time.
• Monitoring & ensuring completion of jobs within the promised time.
• Monitor the quality of job done by the technician to avoid repeat complaints.
• On completion of the job by technician, they should update the workshop register and allocate another job card to the technician.

SQOM no: (Vehicle Delivery)

• Inform the Service Advisor about the job done and future job requirements.
• All replaced parts / salvage should be packed in a bag & tied to / kept in the vehicle for hand over to the customer.

SQOM no: (6QC gate)

• Supervisor should check whether the Technician has put the Stamp / Signature on the job card.
• Supervisor should check & verify the completion of each of the demanded repairs mentioned by the customer.
• Supervisor should check the vehicle randomly & carry out Road test
• If satisfactory, the supervisor closes the job card and puts the Stamp / Signature.(otherwise send back to the technician for correction or repairs)

Other Responsibilities:

• Generate PPFR report for product failures to TVSM.
• Maintaining & keeping the workshop clean & tidy.
• Maintaining & monitoring the stock levels of workshop consumables.
• Coordinate with warranty assistant for warranty parts claim.

Requirements

• Basic: DAE/DME
• Experience: 1Yrs of role experience or ITI with minimum 3 Yrs of experience

Specialised Skills or Training Required

• Product training from TVSM
• DMS working knowledge.

Purpose

To ensure Customer Satisfaction and Loyalty.

Role Description SQOM no: (PSF)

• Post-service follow-up with the customer to be done on the 6th day from the date of service.
• Post-service follow-up with the customer should be done as per the ‘Talking Points’ mentioned in the SOP.
• During PSF if the customer is found dissatisfied with the vehicle performance and workshop experience the same need to be transferred into the dissatisfied register as per the format.

SQOM no: (Customer Complaints)

• Ensure that dissatisfied customers are attended to their entire satisfaction.
• Use of automated information systems to analyse the customers’ situation.
• Handle customer conflicts professionally.
• Convince the customer to bring or send the vehicle to the workshop for rectifying the defects.
• Inform the Assistant Manager and Service advisor about the appointment details of unsatisfied customers.
• Identify internal problems which cost customer loyalty and resolve the issue through the work manager.

Requirements

• Basic: Diploma/Graduate
• Experience: minimum 1 year of experience

Specialised Skills or Training Required

• DMS working knowledge.
• Communication Skills

Purpose

To Diagnose, repair and maintain the vehicles based on the customer needs.

Role Description

SQOP no: (Servicing/ Repairing of vehicle)

• Understand customer’s service needs as mentioned on the job card and carry out the repair based on diagnosis.
• Work to TVSM specifications and quality guidelines.
• Intimate any additional job found during the repair to Floor Supervisor / Service advisor.
• Timely completion of the repairs for delivering the vehicle at promised time.
• Record the action taken for demanded repairs on the job card

SQOP no: (6QC gate)

• Cross check the vehicle thoroughly as per job demand /action taken in the job card.
• On completion of the job, Stamp / Signature on the job card.
• Inform the supervisor about the completion of repairs on the vehicle and hand over the job card to the supervisor.

Other Responsibilities:

• Keep the working bay surroundings clean.
• Maintain the tool box & service equipment efficiently.

Requirements

• Basic: Intermediate/ ITI – Mech. /Auto; or an equivalent combination of training and experience in automobile related trade.

Specialised Skills or Training Required

• Knowledge on TVSM service process & Service maintenance schedule of the products.
• Workshop equipment operations.
• Product training from TVSM.

Purpose

To provide a professional, comprehensive Reception service to the customer.

Role Description Sales/Service appointments

• Manage Sales/Service appointment process.
• Appointments to be captured in a register or DMS (preferred)
• To update the “Daily Appointment board” every morning.
• Sales/Service receptionist should update the appointment register for customers actually reported and daily summary.
• To get the re-confirmation of appointments from the customer one day in advance through Telephone / send a reminder SMS from DMS.
• In case of service, if slots are not available as desired by the customer, the receptionist can suggest alternate slots on the same day/other day and make appointments accordingly.

Office Responsibilities:

• Answering visitor enquiries about required products or services.
• Directing visitors to concerned persons in the showroom/ workshop, sorting mail, answering incoming calls on multi-line telephones.
• Performing a variety of office tasks, such as faxing & emailing, Filing & records keeping
• Ensure that all messages are delivered promptly
• Notifying Sales / Service staff of arrival of customer/visitor
• Maintaining decorum in the lobby & customer lounge

Requirements

• Basic: Diploma/Graduate
• Experience: 6 months of experience/ Fresher

Specialised Skills or Training Required

• IT or DMS working knowledge.
• MS office

Purpose

To ensure Customer Satisfaction by ensuring adequate and timely availability of parts at the workshop.

Role Description:

For Business Development

• Ensure all the parts of vehicle are as per TVSM standard requirements, to gain customer satisfaction
• To build & lead team members to achieve Service Centre targets

Operations

• Ensuring parts centre and the atmosphere is maintained clean & pleasant.
• To check if parts are not used from a long period and use FIFO.
• Workshop Man Management
• Ensure that administrative procedures don’t sabotage the team’s efforts to be responsive to customers.
• Ensuring parts centre and the atmosphere is maintained clean & pleasant.

Customer Centricity

• Ensuring the customer parts complaints closure within the target lead time.
• Monitor parts complaints raised through the Internal & call centre PSF, ensure all the parts complaints are closed within the target time.
• Coordinate with the Works Manager for reducing lead time.
• Ensure the service team maintains the quality of operation from receiving the customer to delivery of the vehicle.

Requirements

• Basic: Graduate -Automobile/Mechanical
• Experience: Minimum 5 Yrs.
• Sound technical knowledge

Specialised Skills or Training Required

• Product Knowledge, training from TVSM
• Works Manager Training from PTC, TVSM
• MS office working knowledge

Purpose

To ensure Customer Satisfaction by ensuring adequate and timely availability of parts at workshop

Role Description

• Provide parts to the technician on submission of authorised parts requisition slip.
• Enter the quantity & price of the parts in the job card & DMS.
• Inform the parts manager on the stock of availability of parts.
• Initiate the ordering of non-available or fast moving parts through parts manager
• Maintaining the records for the amount of parts & oil consumed by the workshop.
• Parts updating in DMS.

Requirements

• Basic: High school passed; or an equivalent combination of training or fresher.
• Experience: Fresher/experienced