Customer Care Manager

Job Title:Field Service Engineer – Automotive Department:After-Sales Service / Technical Support Job Location:Field-Based (Travel to Dealerships, ASC, and Customer Sites) Job Purpose:To ensure effective field service operations, address technical issues, support channel partners, manage spare parts operations, and enhance overall customer satisfaction. Key Responsibilities:Analyze technical complaints in the field and resolve issues through defect rectification or aggregate overhauls. Manage and operate internet-based vehicle warranty systems. Implement and ensure compliance with standard service processes at all channel partner locations. Support development of the secondary sales channel for service and spare parts. Collect and share structured feedback on the company’s and competitors' products. Train and upskill service managers and dealership technical staff. Design special service support plans for strategic customers in coordination with channel partners. Ensure timely placement and execution of spare parts orders by all channel partners to maintain optimal inventory and achieve parts sales targets. Expand and strengthen the secondary network for spare parts sales. Guide channel partners in optimizing manpower, workshop facilities, and equipment utilization. Monitor and support profitability and operational efficiency of partner workshops. Maintain and analyze service-related MIS reports for management review. Manage spare parts inventory and ensure alignment with service requirements. Ensure service guarantee standards are met across dealerships. Conduct monthly visits to Authorized Service Centers (ASC) and evaluate their performance with ASC coordinators. Organize and execute monthly service camps to enhance customer engagement. Visit customers monthly and update the M-Response database with relevant insights. Qualifications:Education: Diploma / B.E. / B.Tech in Mechanical, Automobile, or related field Experience: 3–7 years in automotive service operations, technical field service, or dealer support roles Key Skills & Competencies:Strong diagnostic and repair skills for vehicles and aggregates Experience with warranty handling systems and service process implementation Spare parts logistics and inventory management knowledge Dealer/channel partner engagement and support Training and development capabilities Proficient in service MIS tools and reporting Customer-focused mindset with strong communication and problem-solving skills Willingness to travel extensively