Area Manager - Customer Care

Responsibilities & Key Deliverables

Service Operations Management:Oversee and coordinate all genset service activities in the North East region.Ensure timely and efficient servicing of genset equipment.Develop and implement maintenance schedules and service protocols.

Team Leadership:Lead and mentor a team of service engineers and customer service representatives.Provide training and support to team members to enhance technical and customer service skills.Conduct regular performance reviews and set development goals for the team.

Customer Care:Serve as the primary point of contact for customer inquiries, complaints, and service requests.Maintain strong relationships with key customers and ensure their service needs are met.Implement customer feedback mechanisms to improve service quality and customer satisfaction.

Dealership Collaboration:Work closely with dealerships to coordinate and monitor service activities.Ensure dealerships adhere to company standards and guidelines for genset servicing.Support dealerships in resolving service-related issues and improving service delivery.

Business Development:Identify new business opportunities and potential areas for service growth within the region.Collaborate with the sales team to support customer acquisition and retention efforts.

Quality Control:Monitor service quality and ensure compliance with company standards and industry regulations.Conduct regular audits and inspections to ensure high levels of service delivery.

Reporting and Documentation:Maintain accurate records of service activities, customer interactions, and inventory management.Prepare and submit regular reports on service performance, customer satisfaction, and team productivity.

Experience

10-15 years

Industry Preferred

Qualifications

Bachelor's degree in Electrical/Mechanical Engineering, Business Administration, or a related field

General Requirements

Minimum of 5 years of experience in genset services, customer care, or a related field.Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to work independently and manage multiple priorities.Proficiency in service management software and Microsoft Office Suite.

Our commitment to Diversity, Equity, and Inclusion

Yes