Assistant Manager - Customer support & Warranty (QA)

5 - 7 years

5 - 7 Lacs

Posted:1 month ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

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.

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Greaves Cotton logo
Greaves Cotton

Manufacturing, Engineering

Mumbai

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