Executive - QA (Customer Support)

• Role & responsibilities

• Technical Issue Resolution & Troubleshoot

  handle customer-reported problems day to day (Engine parts, electrical system-related). Diagnose and resolve daily reported customer complaints related to engine performance, defects, or service and take ICA of all available engine at customer end.Coordinate with technical teams, dealerships, or service centres to resolve complex issues.

• Warranty and Service Management

  Schedule the warranty JIR at customer end and send the failed parts to GCL concern plant for analysis on SOS basis. Do the JI of every reported case of early milage field failure.

• Documentation and Reporting

  Maintain detailed records of warranty settlement at customer end and review weekly with reporting manager. Generate reports of warranty accepted parts and prepare the MIS.

Product Knowledge

• Communication

  Clearly and professionally communicate with customers.Manage situations at customer end and take ICA on iridate basis and maintain customer satisfaction.

Preferred candidate profile

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