Customer Care Manager

Customer Care Manager Roles & Responsibilities: Analyze and resolve technical complaints of vehicles in the field. Diagnose and rectify defects in vehicles, including overhaul of aggregates. Manage and maintain internet-based warranty systems. Ensure proper implementation of service processes at channel partners. Develop and strengthen the secondary service channel network. Collect and provide feedback on company as well as competitors’ products. Conduct training programs for service managers to enhance skills and efficiency. Plan and execute special service support for strategic customers through channel partners. Monitor and ensure execution of spare parts orders by channel partners to maintain sufficient inventory levels and meet sales targets. Expand secondary network for spare parts sales. Guide channel partners in optimizing manpower, facilities, and equipment utilization. Ensure profitability of workshops at channel partners. Prepare and manage MIS (Management Information System) on service activities. Oversee spare parts inventory management for smooth operations. Manage service guarantees and ensure compliance at dealerships. Conduct monthly visits to Authorized Service Centers (ASCs) and review their performance along with ASC coordinators. Organize monthly service camps to strengthen customer engagement. Visit customers monthly to gather feedback and update M Response data.