Customer Care Manager

Role Overview: As a Service Engineer, your primary responsibility will be to analyze technical complaints of vehicles in the field and rectify defects in vehicles and overhaul aggregates. You will also be responsible for maintaining and handling internet-based warranty services. Furthermore, you will play a crucial role in ensuring the implementation of service processes at channel partners and developing a secondary channel. Your feedback on the company's and competitors" products will be essential in improving service quality. Additionally, you will be involved in training service managers and working out special service support for strategic customers. It will be your duty to ensure the execution of spare parts orders by all channel partners, manage spare parts inventory, and guide channel partners for manpower, facilities, and equipment optimization. Monitoring the performance of authorized service centers (ASC) and conducting service camps on a monthly basis will also be part of your responsibilities. Key Responsibilities: - Analyze technical complaints of vehicles in the field and rectify defects - Overhaul aggregates as needed - Maintain and handle internet-based warranty services - Ensure implementation of service processes at channel partners - Develop a secondary channel for service - Provide feedback on company's and competitors" products - Train service managers - Work out special service support for strategic customers - Ensure spare parts orders by all channel partners and manage spare parts inventory - Guide channel partners for manpower, facilities, and equipment optimization - Monitor ASC performance and conduct service camps on a monthly basis - Visit ASC and monitor performance along with ASC coordinator - Manage spare parts inventory and service guarantee at the dealership Qualification Required: - Diploma in Engineering or Bachelor of Engineering, preferably in Mechanical - 5 years and above of experience in a similar role Additional Details: This role requires strong customer sensitivity, service orientation, and service management skills. Additionally, consumer focus, dealer relationship management, and service planning skills will be beneficial for success in this position.,