Senior Customer Service Manager

Multiple Openings in North, South, West, East & Central Region

Position - Customer Service Manager/Customer Care Manager

Purpose of the Role

To provide expert technical support, product quality improvements and communicate the changes /improvements in product to field team and other stake holders. To support Project lead in terms of serviceability, maintainability and repair time/cost by carrying out the physical exercise on new products. This is to ensure trouble free operation & proper coordination with field team for resolution of field complaints for new product/vehicle.

Job Responsibility

• Service Support Activities Management (Technical Service Support, Spares & Training)
• Support to field team for timely resolution of critical technical Issues.
• Coordination with different agency QA / ERC/Purchase for timely support /resolution of field complaints.
• Ensuring the MBPA process implementation & circulation to all concerned stakeholders.
• Coordination with QA /ERC for timely execution of FAC / Recall in field.
• To support Project Lead for Conducting Digital Mock up (DMU evaluation) physical Serviceability & Maintainability (S& M) exercises, preparation of service schedule, new special service tools, vehicle diagnostics etc.
• New project deliverables and Product support as well as Training, Interfacing with ERC, QA and other stakeholders.
• Coordination with different agency to get the training module ready.
• Responsible for Vehicle Diagnosis
• Service Technical Support on Field with Dealerships.
• Vehicle Diagnostic on field.
• Check and authorize part failure claims. Service Activity with Corporate & Fleet customers
• Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers.
• Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team

Stakeholder Profiles & Nature of Interactions

Internal:

• State Service Manager
• RTSM (Regional Technical Service Manager)
• Field Service Team (CSMs/SPMs – Customer support Manager, Spare Parts Manager)
• CTC Team
• Plant Technical / ERC Team
• Customer Quality team / QA Team
• Purchase Team
• TLC Team
• Product Line Team

External

• Dealership Team
• Customers
• Technicians

Desired Candidate Profile

• Qualification: BE / B Tech.
• Work Experience: Min 5+ years of experience in Technical Support function, preferably in Automotive industry.
• Strong understanding of Product Technicalities
• Ability to connect with cross functional stakeholders and drive a desired solution
• Strong understanding of service quality and related issues.

Skills & Competencies

• Solution Oriented Approach
• Technical Acumen
• Ownership and Accountability
• Exception Handling Ability