Assistant Manager - Customer support & Warranty (QA)

Role & responsibilities

• Technical Issue Resolution & Troubleshoot

  customer-reported problems (Engine parts , electrical system-related).
• Diagnose and resolve customer complaints related to engine performance, defects, or service.
• Coordinate with technical teams, dealerships, or service centres to resolve complex issues.

• Warranty and Service Management

• Lead team for Process warranty claims and communicate warranty policies clearly to customers.
• Schedule warranty receipt material , SAP inwarding and payment processing.

• Documentation and Reporting

• Maintain detailed records of customer interactions, complaints, and service requests.
• Generate reports on warranty MIS issues to improve products and services.

• Customer Feedback

• Collect and analyse customer feedback to identify areas for improvement.
• Work with product development and quality teams to enhance customer satisfaction.

• Product Knowledge

• Stay updated on new vehicle models, technologies, recalls, and industry standards.
• Train and assist new support staff on product details and customer handling protocols.

• Communication

• Clearly and professionally communicate with customers plant & service teams.
• Manage situations to maintain customer satisfaction.

Knowledge/ Experience :

Automotive Product Knowledge

• Understanding of engine models, features, and specifications.
• Familiarity with automotive parts, maintenance procedures, and warranty terms.

Customer Service Principles

• Techniques for effective communication, problem-solving, and conflict resolution.
• Knowledge of customer relationship management.

Technical Understanding

• Basic mechanical and electrical concepts related to Engines and vehicles.
• Ability to interpret technical documents, service manuals, and diagnostic reports.

Company Policies and Procedures

• Knowledge of companys warranty, service, and recall policies.
• Awareness of safety regulations and industry compliance standards.

IT and Software Skills

• Proficiency in Microsoft Office and SAP QM module
• Familiarity with Diagnostic software is a plus

Experience : BE Mech : 6 to 10 years experience in Auto industries.

• Customer Support Experience

1. Prior experience in a customer-facing role, preferably in automotive or technical support.
2. Handling customer inquiries, complaints, and service requests efficiently.
3. Problem-Solving and Issue Resolution
4. Experience troubleshooting customer problems and coordinating solutions.
5. Managing escalation processes and follow-ups to ensure customer satisfaction.

• Cross-Functional Collaboration

1. Working with sales teams, service technicians, and product engineers.
2. Coordinating between customers and internal departments for smooth resolution.

• Handling multiple customers

1. Experience managing multiple customer cases simultaneously.
2. Ability to work by meeting response time targets.
3. Use of Support Tools & Practical experience to track and manage customer interactions.
4. Familiarity with documenting cases, generating reports, and analyzing customer data.