Deputy Customer Care Manager

Job Title: Field Service Manager – Automotive Service Operations Department: Customer Service / After Sales Reports To: Regional Service Head / Service Operations Manager Job Summary: The Field Service Manager is responsible for providing technical support, ensuring service process implementation, managing warranty systems, and supporting channel partners to achieve service excellence. The role includes customer complaint resolution, spare parts management, workshop profitability monitoring, and secondary network development, contributing to enhanced customer satisfaction and business growth. Responsibilities & Key Deliverables: Technical Support & Complaint Resolution. Analyze technical complaints of vehicles in the field and ensure timely resolution. Perform defect rectification and overhaul of aggregates as needed. Provide on-site support for complex repairs and technical issues. Warranty & Process Management Manage internet-based warranty systems effectively. Ensure 100% implementation of standard service processes across all channel partners. Manage service guarantees at the dealership level. Channel Partner & Network Development Guide channel partners on infrastructure, manpower, and equipment optimization to improve operational efficiency. Drive the development of secondary service and spare parts sales channels. Work with channel partners to execute spare parts orders to maintain optimal inventory levels and meet sales targets. Assist workshops in improving profitability through process improvements and operational support. Customer Support & Relationship Management Plan and execute special service support programs for key/strategic customers. Organize monthly service camps to enhance customer connect and resolve mass complaints. Conduct regular customer visits to address concerns and update M-Response (customer feedback) data. Training & Capability Building Train service managers and channel partner staff on technical aspects, processes, and service standards. Support continuous capability development to maintain service quality. Monitoring & Performance Management. Conduct monthly visits to Authorized Service Centers (ASCs) along with the ASC Coordinator to monitor and enhance performance. Regularly review service performance data, customer satisfaction scores, and key service metrics. Provide feedback on the company’s products as well as competitor products for continuous improvement. Spare Parts Management Manage spare parts inventory efficiently at the dealer and secondary sales levels. Ensure timely execution of spare parts orders by channel partners. Reporting & MIS Maintain accurate reports on service operations, warranty claims, spare parts inventory, and customer feedback. Provide insights through MIS to support decision-making and operational improvements. Qualifications & Skills: Bachelor’s degree / Diploma in Mechanical, Automobile, or related Engineering discipline. 5–10 years of experience in automotive service operations, technical support, or after-sales roles. Strong technical knowledge of vehicle systems and diagnostics. Proficiency in handling warranty management systems and service process compliance. Excellent communication, analytical, and problem-solving skills. Strong customer handling, training, and negotiation skills. Willingness to travel extensively to customer locations and service centers.