Senior Manager-Product Support-Cars

Job Purpose:

This role will be responsible for providing expert technical support through THD, support product quality improvements and communicate the changes / improvements in product to ensure faster complaint closure and product issue resolution within organization's operational framework with statutory compliance.

Job Responsibility:

-Provide technical support on escalated complaint vehicles by diagnostic steps, technical inputs through Command Center.

-Plan and Execute field investigations of unresolved complaints in co-ordination with Plant /ERC / Supplier teams.

-Drive timely actions on field solutions to unresolved product complaints through daily interactions with Quality.

-To ensure timely resolution of vehicle complaints.

-Product Issue Resolution

-Analyse Walk Home, Aggregate, Warranty claim failure data for identification of major issues. Collate issues of key product lines and prioritize them based on safety, aggregate failures, top complaints, and cost.

-Interface with Quality improvement teams to provide insights on problem definition, benchmarks/comparison, probable solutions.

-Communicate and follow-up with Quality regarding closure of issues through modifications in products / processes.

-To ensure issue resolution leading to enhanced product performance and quality improvement.

-Failure Mode Establishment

-Collation of issues reported in warranty claims and discussions on latest production batches with CFT on regular basis.

-Gather additional information on failure modes through CP team and coordinate for field visits for failure mode investigation in field vehicles.

-To establish failure mode, thereby reduce time taken for issue resolution.

-Communication of Product Modifications

-Collect and verify information and prepare various Service circulars on latest products /improvements & guidelines.

-Create Internal Circular for Modifications (ICM) and prepare for Monthly Product Technical Update with Field team.

-To ensure effective communication enabling smooth implementation of changes in field

-Recall / Updation Campaign Planning and Communication

-Identify and evaluate critical product interventions for recall / updation campaign along with Quality team.

-Prepare campaign plan regarding vehicles to be covered, parts availability, costing, procedure etc.

-Prepare/review updation campaign sign-off and field action committee approval documents* Communication with all stake holders.

-Resolve queries pertaining to recalls / updation campaigns.

-To take proactive corrections, thereby preventing failures on customer vehicles.

Desired Candidate Profile:

Education - BE/B.Tech - Automobile/Mechanical

Skills-Service - Automobile Experience Preferred

Relevant Experience: 5-7 years

Skills & Competencies:

-Customer Centricity - Anticipating, understanding, and focusing efforts on meeting the customer (stakeholders) needs or expectations.

-Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel.

-Driving Execution - Translating strategy into action and execution

-Leading by Example - Encouraging and following ethical standards

-Leading Change - Recognizing the need for change, initiating, and adapting to change.

-Motivating Self and Others - Inspiring teams and individuals