Technical Support & Warranty | Commercial Vehicle | Dy Mgr

We are one of the key market leaders in AUTOMOBILE manufacturing and its Sales across the Indian and International markets. We offer a creative and progressive culture with all the exciting challenges and rewards of working for a dynamic, international company. You will be working as Technical Support & Warranty Deputy Manager in our Commercial Vehicles - After Sales CV (ICE & EV) and Spares Business Department. This department works ardently towards providing timely and accurate after sales services to ensure high customer satisfaction and experience, and promote the brand positioning of the products in the market .

Your Job Role Summary

In this role, you will work towards conducting technical assessments-inspections, resolve technical cases and handle automotive dealers inquiries in accordance with the company's policies to ensure higher customer satisfaction and experience

Your Key Deliverables will be:

• Conducting technical assessments and inspections, providing technical assistance to customers on products purchased, providing troubleshooting assistance and resolving product related concerns.
• Developing support service network through timely feedback and communication on product improvement or changes related to the concerned areas.
• Managing automotive dealers inquiries in accordance with the company's policies and providing technical support to resolve them.
• Providing timely support to field team on technical issues, field failure feedback and analysis and product improvement in terms of quality.
• Sharing MIS report to all concerned on feedback from the field related to concerns, conclusion, product improvements, etc.
• Making preparation for new product launch, conducting research on service part requirements and special tool development for existing & upcoming products and making appropriate decision.
• Enhancing Net Promoter Score through field complaint resolution and product quality enhancement steps
• Development of technical publications like Service station manuals, Owners service manual, wall charts, etc.
• Technical Campaign launching& Monitoring. Arrangement to dispatch the modified parts to dealers.
• Preparation of documents for various audits of Product Support & Warranty.
• Diagnostic tool development and data analysis.

Key Success Factors

• Enhanced customer satisfaction through excellent technical service provision
• Accurate analysis of technical faults and immediate trouble shooting
• Suggestions for improvement in product quality through technical service provisions

Essential Qualification

Desired Qualification

Work Experience

Preferred Technical Skills and

• Knowledge of vehicle testing procedure and parameters, root cause analysis techniques, automobiles/ parts and functions
• Stronghold in operations of automobile components
• Working in CFTs for product improvement
• Experience in the CV domain

Preferred Industry Experience

• Automobile engineering like Commercial Vehicles, Passenger Vehicles, Three-Wheeler, Tractor Industry or related fields

Core and functional competencies

• Should be proactive and enthusiastic with a willingness to learn and adapt to processes, technology and systems
• Should be result oriented and self-driven to reach set objectives and targets
• Demonstrate exceptional customer service orientation from inspection to resolution for each issue
• Demonstrate attention to detail and possess troubleshooting and problem-solving skills with an ability to work in a team environment.
• Should possess Critical thinking, use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions to problems
• Ability to handle complaints, settle disputes and resolve grievances and conflicts or otherwise negotiating with others