Lead - Special Projects & Customer Support

Group Company ACG Engineering Primary Responsibilities Strategic and planning Monitoring trend in customer complaints and providing solutions for long term. Incorporating the improvements in design/ Processes for enduring effect. Anticipating criticality in a project and proactively align stakeholders to minimise the effect. Functional Core Be a single point of contact for customer complaint. Drive weekly Customer complaint meetings with stakeholders. Publishing customer complaint dashboard on weekly basis. Co ordinating with AM team for field complaints. Providing online support to AM team for site issues. Be part of design team for analysing New & critical enquiries and providing solutions. Be a solution provider for technically stuck FP in assembly and testing along with design personnel. Internal process Receipt of Customer complaint from Sales/ AM team / Customer. Receipt of Format material. Co ordinating with customer and AM team. Co ordinating with assembly, trial, design and other services to get the issue sorted out. Confirming to customer. Co ordinating with concerns for despatch. Key Result Areas Reduction in Customer complaints TAT reduction for complaints Key Interfaces Sales / AM Assembly & Testing Design Stores Machine shop Customers Competencies ACG Product Knowledge Production process related with specific area of manufacturing/assembly (e.g. mechanical, electronics) Knowledge of planning & prioritizing Persona-Innovator Persona-Integrator Persona-Partner Show more Show less