Free Key Accounts Service Manager Course (6Months)

Key Accounts Service Manager:

Brief Job Description

A Key Account Service Manager is responsible for the proper co-ordination of management and development of key accounts within the region, to maintain and ensure customer satisfaction, drive business growth and achieve sales targets. The individual is responsible for managing availability of spare parts and their proper maintenance.

Personal Attributes

The individual should have good understanding of institutions (ﬂeet owners, army, government etc.) including the special service beneﬁts awarded while selling vehicles. The individual should have good interpersonal and communication skills to ensure quick resolution of their complaints through better liaisoning with various stakeholders like OEM, Spare parts distributor etc. to ensure higher customer satisfaction.

Plan and organise work to meet expected outcomes:

Elements and Performance Criteria

Work requirements including various activities within the given time and set quality standards

To be competent, the user/individual on the job must be able to:

PC1. keep immediate work area clean and tidy

PC2. treat conﬁdential information as per the organisations guidelines

PC3. work in line with organisations policies and procedures

PC4. work within the limits of job role

PC5. obtain guidance from appropriate people, where necessary

PC6. ensure work meets the agreed requirements

Appropriate use of resources

To be competent, the user/individual on the job must be able to:

PC7. establish and agree on work requirements with appropriate people

PC8. manage time, materials and cost effectively

PC9. use resources in a responsible manner

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies, procedures and priorities for area of work, role and responsibilities in carrying out that work

KU2. the limits of responsibilities and when to involve others

KU3. speciﬁc work requirements and who these must be agreed with

KU4. the importance of having a tidy work area and how to do this

KU5. how to prioritize workload according to urgency and importance and the beneﬁts of this

KU6. the organisations policies and procedures for dealing with conﬁdential information and the importance of complying with these

KU7. the purpose of keeping others updated with the progress of work

KU8. who to obtain guidance from and the typical circumstances when this may be required

KU9. the purpose and value of being ﬂexible and adapting work plans

KU10. how to complete tasks accurately by following standard procedures

KU11. technical resources needed for work and how to obtain and use

these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. write in at least one language

GS2. read instructions, guidelines/procedures

GS3. ask for clariﬁcation and advice from appropriate persons

GS4. communicate orally with colleagues

GS5. make a decision on a suitable course of action appropriate for accurately completing the task within resources

GS6. agree objectives and work requirements

GS7. plan and organise work to achieve targets and deadlines

GS8. deliver consistent and reliable service to customers

GS9. check own work and ensure it meets customer requirements

GS10. anomalies to the concerned persons

GS11. analyse problems and identify work-arounds taking help from

GS12. apply own judgement to identify solutions in different situations

How Key Account Managers Go Beyond the Traditional Sales Process

Work effectively in a team:

Elements and Performance Criteria

Eﬀective communication

To be competent, the user/individual on the job must be able to:

PC1. maintain clear communication with colleagues

PC2. work with colleagues

PC3. pass on information to colleagues in line with organisational requirements

PC4.. work in ways that show respect for colleagues

PC5. carry out commitments made to colleagues

PC6. let colleagues know in good time if cannot carry out commitments, explaining the reasons

PC7. identify problems in working with colleagues and take the initiative to solve these problems

PC8. follow the organisations policies and procedures for working with colleagues

PC9. ability to share resources with other members as per priority of tasks

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this

KU2. the importance of effective communication and establishing goodworking relationships with colleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to use these

KU4. beneﬁts of developing productive working relationships withcolleagues

KU5. the importance of creating an environment of trust and mutualrespect

KU6. whether not meeting commitments, will have implications onindividuals and the organisation

KU7. different types of information that colleagues might need and theimportance of providing this information when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete well written work with attention to detail

GS2. read instructions, guidelines/procedures

GS3. listen effectively and orally communicate information

GS4. make decisions on a suitable course of action or response

GS5. plan and organise work to achieve targets and deadlines

GS6. check that the work meets customer requirements

GS7. deliver consistent and reliable service to customers

GS8. apply problem solving approaches in different situations

GS9. apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Maintain a healthy,safe and secure working environment:

Elements and Performance Criteria

Resources needed to maintain a safe, secure working environment

To be competent, the user/individual on the job must be able to:

PC1. comply with organisations current health,safety and security policies and procedures

PC2. report any identiﬁed breaches in health,safety, and security policies and procedures to the designated person

PC3.. Coordinate with other resources at the workplace to achieve the healthy, safe and secure environment for all incorporating all government norms esp. for emergency situations like ﬁres,earthquakes etc.

PC4. identify and correct any hazards like illness, accidents, ﬁres or any other natural calamity safely and within the limits of individuals authority

PC5. report any hazards outside the individuals authority to the relevant person in line with organisational procedures and warn other people who may be affected

PC6. follow organisations emergency procedures for accidents, ﬁres or any other natural calamity

PC7. identify and recommend opportunities for improving health,safety, and security to the designated person

PC8. complete all health and safety records are updates and procedures well deﬁned

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. legislative requirements and organisations procedures for health, safety and security and individuals role and responsibilities in relation to this

KU2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace

KU3. how and when to report hazards

KU4. the limits of responsibility for dealing with hazards

KU5. the organisations emergency procedures for different emergency situations and the importance of following these

KU6. the importance of maintaining high standards of health, safety and security

KU7. implications that any non-compliance with health, safety and security may have on individuals and the organisation

KU8. different types of breaches in health, safety and security and how and when to report these

KU9. evacuation procedures for workers and visitors

KU10. how to summon medical assistance and the emergency services,where necessary

KU11. how to use the health, safety and accident reporting procedures and the importance of these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete accurate, well written work with attention to detail

GS2. read instructions, guidelines/procedures/rules

GS3. listen and orally communicate information

GS4. make decisions on a suitable course of action or response

GS5. plan and organise work to achieve targets and deadlines

GS6. build and maintain positive and effective relationships withcolleagues and customers

GS7. apply problem solving approaches in different situations

GS8. analyse data and activities

GS9. apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Diverse colleagues listen to coworker talking about new business plan at group meeting, multi ethnic employees brainstorm on project share creative ideas at corporate briefing, team discussion concept

Manage customer relationship and quality service:

Elements and Performance Criteria

Manage the total customer satisfaction with enriching & pleasant customer experience

To be competent, the user/individual on the job must be able to:

PC1. . analyse and comprehend all customer requirements and needs PC2. . document complete customer requisites and assess them PC3. . deliver and assist in delivering as per the noted requirements PC4. . understand complete customer queries and complaints

PC5. . document all customer queries in the prescribed format of the organisation PC6. ensure least turnaround time for any customer query handling/redressal especially issues related to warranty claims and other performance related issues

PC6.. ensure least turnaround time for any customer query handling/redressal especially issues related to warranty claims and other performance related issues

PC7. . maximise customer satisfaction through pleasant and excellent customer experience within the organisations framework

PC8. . document feedbacks and reviews from the customers & implement within the framework of the organization

PC9. . maintain a healthy & professional relationship with the customers especially key accounts and inﬂuencers in the market

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures within ones own organisation

KU2. standard operating procedures for query and complaint reporting along with their redressal mechanism in the organisation

KU3. framework and guidelines as prescribed by the organisation for query and complaint redressal

KU4. customer Relationship Management (CRM) related framework provided by the organisation

KU5. terms & conditions agreed between the respective auto component/ aggregate and the various OEMs/ OEM channel partners for supply, procurement of the various auto components/ aggregates

KU6. documentation requirements for each procedure carried out as part of roles and responsibilities as per the organizational guidelines

KU7. organisational and professional code of ethics and standards of practice

KU8. safety and health policies and regulations for the workplace

KU9. the technical speciﬁcations of various OEM vehicles and the different variant/ model of auto components/ aggregates used along with those of the competitor auto component manufacturer

KU10. detailed technical and performance speciﬁcations of the auto component for various OEM vehicles

KU11. how to collaborate with the organizational manufacturing engineering, product management teams along with the service team of the respective OEM vehicle and local channel partner service team

KU12. documentation requirements from the customers with respect to warranty claims and other performance related feedback on the for respective OEM vehicle

KU13. requirements of the customers and suggest delivery accordingly

KU14. software or format such as MS word, excel, PowerPoint and Management Information System (MIS)

KU15. software or format used to capture for Customer Relationship Management (CRM) within the organisation

KU16. how to capture customer voice/ feedback on the auto components/ aggregates for various OEM vehicles on price, performance, availability of spares, warranty & other service-related aspects etc.

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. create documents required on the job (including database on key customers/ accounts and major retailers, response or feedback forms, customer-query sheets, response or feedback sheets etc.)

GS2. either write or get it done from subordinates, a detailed failure report analysis in case of a failed component/ aggregate escalating to the auto component manufacturer

GS3. write in at least one language

GS4. read feedback from customers on warranty and other performance related aspects

GS5. read the speciﬁc requirements, queries that the customer may have on various auto components including any speciﬁc technical query

GS6. read brochures and technical speciﬁcations of the vehicle provided by the OEM and channel partner (Dealership)

GS7. read policies and regulations pertinent to the job

GS8. interact with the customers for getting their requirements, queries and feedbacks

GS9. interact with organisations internal stakeholders for eﬃcient customer relationship management interact with team members to work eﬃciently

GS10. analyse information and evaluate results to choose the best solution and solve problems

GS11. analyse any potential issue that may affect the performance of the vehicle and convey it in a timely manner

GS12. plan work assigned on a daily basis

GS13. follow up regularly on potential complaints, issues raised by the customer

GS14. ensure that customer needs are assessed and satisfactory service is provided

GS15. ensure that performance of the auto component is up to the mark and any pending issues or complaints are resolved in a timely manner according to the terms & conditions mandated by either the OEM or the auto component manufacturer

GS16. analyse all the complaints, queries or issues raised by the customers to either the OEM channel partner/ auto component dealer/ retailer in the market

GS17. deliver and act as per the organisation provided/guided resolutions

GS18. liaise with all stakeholders to ensure hassle-free resolution of the complaints by the concerned customer in a timely fashion

GS19. evaluate and identify areas of complaints from the customer affecting the performance of his vehicle

GS20. assess time and cost required for customer resolution based on complaints, problems or queries identiﬁed

GS21. evaluate and identify key customer experience enhancing areas

GS22. evaluate the information gathered from the customer complaint report and utilise it to identify timely resolutions

GS23. evaluate the information gathered from the market (including retail segment, key accounts/ customers and OEM along with the OEM channel partners) and use it to ensure higher customer satisfaction

Supervise services support to institutional customers:

Elements and Performance Criteria

Supervise overall service support to key / Institutional customers

To be competent, the user/individual on the job must be able to:

PC1. . monitor and gather proper information about OEM products functioning and generate reports on them

PC2. . determine the most crucial needs of these key customers and carries them out to ensure that they receive ﬁrst-class customer care and service

PC3. . conduct market analysis and research on the dynamics of the account

PC4.. report to and work closely with the regional sales and customer service manager to provide regular reports on progress towards targets and deputise as required

PC5.. maintain a detailed knowledge of the products and services offered within the region PC6.. proactively maintain and build positive relationships with the sales and services function PC7. . conduct business reviews, making presentations, undertaking relationship reviews,

responding to customer issues and proactively developing customer relationships

PC8. . maintain a thorough understanding of the key accounts activities relating to OEM products and their key issues

PC9. . ensure proper growth of the business with key accounts – responding to prequaliﬁcation questionnaires, submitting bids/proposals including unsolicited, preparing tenders, proposals for additional services, up-selling and crossselling, leading tender vets/bid teams, and identifying all opportunities to improve and widen services to the customers

PC10.. liaise work with the sales, customer service and the marketing teams, such as to progress relevant opportunities uncovered, actively proposing and contributing to initiatives relevant key accounts, to take over accounts which have be won/grown

PC11. . assist sales and service function for proper maintenance of the customer database, ensuring all customer contact details are kept up to date

PC12.. liaise with the national accounts team regarding relevant national accounts, e.g. regarding accounts to be handed over to/from national accounts, or to offer/seek joint working and support

PC13. . contribute and to comply with the organizations policies and procedures related with OEM products and services

PC14. . manage service level agreements through reporting and reviews including identifying exceptions and corrective actions

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. standard operating procedures of the organisation/ dealership about service marketing process

KU2. documentation requirements for each procedure carried out as part of roles and responsibilities

KU3. organisational and professional code of ethics and standards of practice

KU4. safety and health policies and regulations for the workplace

KU5. how to conduct market research identify market requirements for OEM products

KU6. how to develop effective strategies for service offerings of OEM product

KU7. how to explain value proposition of the products to the sales team

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. create documentation required on the job (reports of data collected, etc.)

GS2. write in at least one language

GS3. read brochures and technical speciﬁcations of the product launched

GS4. read policies and regulations pertinent to the job

GS5. interact with the service function to elicit information on service offerings of OEM products

GS6. analyse the results of research conducted on services framework and evaluate best service offering for OEM products

GS7. plan work assigned on a daily basis

GS8. interact regularly with the sales function to have proper knowledge about the implementation of service process framework

GS9. ensure that sales function has adopted services framework designed

GS10. ensure that the service process is done properly and is error free

GS11. handle unfavourable queries of customers about OEM products and identify speciﬁc maintenance techniques

GS12. analyse unique points for service process of OEM product portfolio

GS13. evaluate the information gathered from the sales function about the extent of inculcation of service process structure

Assessment Guidelines:

Criteria for assessment for each Qualiﬁcation Pack will be created by the Sector Skill Council. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.

The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.

Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).

Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.