188 Warranty Management Jobs - Page 4

Job Description Mission Role : Services Pricing manager will be responsible for defining pricing along with country teams during the Launch & deployment of new service offers Will Guide and support different geographies on the pricing rules and structure to support successful deployment of key offers in the market, liaising with other Global functions and local organizations as required Mission Objectives: Lead Pricing deployment : Leading the pricing function in the offer launch teams, including local business support and co-location attendance in advance of and after launches requiring up to 20 -30% of the time Deploy Global reference tariff - work closely with Line of business to adapt global reference tariff to country context. Align Strategy & Execution : Bridge global guidelines with local market needs. Support the local team in adapting global guidelines to local market needs & regulatory requirements. Actively feedback and participate in Global updates. Ensure Governance & Delivery : Establish strong governance and ensure timely pricing deployment with continuous communication across global and local teams Drive Synchronization : Work in close collaboration with other parallel projects to ensure alignment and synchronization across initiatives. Onboard and Support country teams on regular update of list prices to manage annual cost increases. Profile Required : Experience: 4-8 years in one or more of the following domains: Marketing, Pricing, or Analytics Ability to work in a complex environment (eg. international, several BUs and countries interactions) and propose workaround solution considering business stakes and existing solutions / tool Change Orientation: Proven ability to drive or contribute to transformational initiatives Results-Driven: Strong focus on achieving measurable outcomes Communication Skills: Excellent verbal, written, and presentation abilities Consulting Approach: Capable of managing the full cycle from diagnosis to results Collaborative Mindset: Experience working in a matrixed, global environment with strong team collaboration Qualifications Education: Bachelor s / Master s degree in Business, Marketing, or a related field Schedule: Full-time Req: 009H8C

Responsibilities: * Manage service orders, warranties, revenue recognition * Ensure functional spec doc compliance * Collaborate with salesforce team on customer requests * Oversee stakeholder communication and satisfaction

We are looking for a highly motivated and compassionate individual to join our team as a Trainee in Patient Care Services at Vijaya Diagnostic Centre. The ideal candidate will have excellent communication skills and a passion for delivering exceptional patient care. Roles and Responsibility Provide high-quality patient care services, including assessing and addressing patients' needs. Develop and implement individualized care plans tailored to each patient's unique situation. Collaborate with healthcare professionals to ensure comprehensive care and support. Maintain accurate and up-to-date records of patient interactions and progress. Participate in ongoing education and training to enhance knowledge and skills. Foster a supportive and inclusive environment that promotes positive relationships with patients and their families. Job Requirements Strong foundation in healthcare principles and practices. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced environment. Compassionate and empathetic approach to patient care. Strong problem-solving and critical thinking skills. Ability to maintain confidentiality and handle sensitive information.

Responsibilities: Manage commercial vehicle service ops, lead team, ensure timely quality service, boost revenue & efficiency, handle escalations, coordinate with Tata Motors. Requires strong leadership, workshop & customer management skills.

Under minimal supervision, the Technical Support Specialist provides voice-based technical assistance to technicians across the North America region. This includes evaluating and processing warranty claims, supporting engine diagnostics, and ensuring compliance with Cummins warranty policies and regional standards. The role involves multi-channel communication (phone, email, chat) and requires strong technical knowledge, customer service skills, and attention to detail.. Key Responsibilities Provide real-time technical repair assistance to field technicians via voice and digital channels. Evaluate and process warranty claims for parts, labor, and services in accordance with Cummins Warranty Administration Manual (WAM). Communicate with dealerships and vendors to resolve discrepancies or request additional documentation. Ensure all claims and support activities comply with manufacturer guidelines and regional policies. Document customer interactions and technical information accurately in Cummins systems. Support continuous improvement initiatives to enhance customer experience and operational efficiency. Deliver training to new hires and contribute to knowledge base content as a Subject Matter Expert (SME). Escalate complex issues with appropriate documentation and follow-up. Maintain up-to-date knowledge of Cummins systems, processes, and service practices. External Qualifications and Competencies Qualifications Requirement Description Education Bachelors degree in any stream (Preferred: Mechanical / Automobile) Licenses/Certifications May require licensing for compliance with export controls or sanctions regulations Language Proficiency in English (spoken and written) Skills and Competencies Technical Knowledge: 2+ years of experience in engine diagnostics, claims analysis, repair assistance, and part support. Understanding of Cummins engine systems and warranty processes. Familiarity with service documentation and technical troubleshooting. Customer Service: Strong communication skills across phone, email, and chat. Ability to manage customer expectations and resolve issues efficiently. Core Competencies: Action Oriented Tackles challenges with urgency and enthusiasm. Collaborates Works effectively with internal and external stakeholders. Communicates Effectively Tailors communication to audience needs. Customer Focus Builds strong relationships and delivers customer-centric solutions. Manages Complexity Analyzes and resolves multifaceted issues. Manages Conflict Handles disagreements constructively. Directs Work Delegates and removes obstacles to ensure task completion. Values Differences Embraces diverse perspectives and cultures. Process Expertise: Service Capability & Coverage Understands service network capabilities and customer expectations. Service Documentation Accurately captures and verifies technical and customer data. Service Information Process Organizes and delivers technical content effectively. Warranty Process Analyzes failures, determines eligibility, and processes claims accurately. Additional Responsibilities Unique to this Position Experience Total Experience: 3-4 years Relevant Experience: Minimum 2 years in automotive/engine diagnostics, warranty management, or technical support Preferred Background: Prior experience in a voice-based technical support or customer service role.

Role & responsibilities Effective complaint management for Firefighting Engine+ Industrial pumps Responsible for on time complaint closure Complaint/commissioning coordination with engine OEM Managing field service coordinators of engine OEM & follow up with them till complaint closure Document all complaint interactions & resolutions Investigate the root cause of complaint & identify potential solutions Implement corrective actions to prevent recurrence of complaint Monitor and evaluate the effectiveness of implemented solutions Provide technical support to Field service team as required. Booking & Execution of spares for warranty complaints with close coordination of engine OEM. Coordination with TSS, PMPS, QA & Production for product/process improvement Prepare reports on complaint trend, defect trend, resolution times & other relevant metrics. Present findings & recommendations to management in monthly meeting. Arranging Technical Trainings for firefighting industrial pumps Enhancing the service processes and practices to the industry standard Warranty & Service agreements with engine suppliers. Preferred candidate profile Formal education: Degree/Diploma Mechanical $ Professional experience: 10 /12 Years (Experience in Engine + Pump Industry Only) $ Male candidates with comprehensive firefighting pump knowledge $ Special skills: 1) Strong customer facing skills 2) Excellent leadership qualities 3) Innovative 4) Good communication & having quick decision-making skills

Territory Service Manager Role Description Plan and conduct customer engagement programs (care camps, mobile service, customer meets, Do-it-yourself trainings) for improving PSS/NPS scores Review the customer complaints and put effective preventive actions Ensure assembly quality as per standards at distributor assembly plant and provide product performance feedback regularly to HO to improve product quality Ensure settlement of distributor claims such as transit, warranty, spare parts etc. and handle distributor queries Improve service and parts reach by network expansion and improve service quality by adherence to service processes (training, audit, implementation & usage of DMS) Understanding market dynamics (in terms of service & parts) and suggest appropriate measures (new product launches, network, pricing and new initiatives of competition) Develop programs/actions to improve service inflow and parts sales of distributors/dealers Ensure availability of genuine spare parts in all the distributor/dealer/3S/2S and APS/retailers outlets to achieve retail plan Ensure availablity of manpower as per the approved organization structure at distributors, build the competency level and suggest reward/recognition programs to distributors Conduct PGM training and engagement Programs Preferred candidate profile Btech/BE No Career & Education Gap Age limit upto 32 only

Skill required: Supply Chain - Warranty Management Designation: Func & Ind Intelligence Associate Qualifications: BE Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Warranty Claim adjudicationWarranty Claim ProcessDefine warranty offerings; run outsourced after-sales warranty support and entitlement programs; evaluate customer feedback and planned versus actual costs of warranty coverage; use warranty data analytics to reduce cost and improve product quality; increase recoveries from suppliers and design and deploy warranty solutions. What are we looking for Automotive Warranty Claims adjudicatorAutomotive Warranty Claims adjudicator Roles and Responsibilities: Warranty Claims management Qualification BE

Oversee customer service & satisfaction Handle key accounts & customer potential Ensure parts sales, inventory & agreements Maintain site services & workshop standards Handling workshops/workshop administrations Required Candidate profile 3+ years of experience is required in workshop administration Commercials understanding of Markets & CV business (P&L) Customer Orientation, Communication Negotiation and People Management Skill

Ashok Auto Sales TATA MOTORS 7-9 years’ experience managing an automotive workshop, particularly attached to a dealership. Extensive Knowledge of mechanical issues, warranties, service and general repairs.

Role & responsibilities Providing training and guidance to team members on warranty policies, procedures, and best practices. Developing, implementing, and maintaining warranty policies and procedure Warranty best warranty Policy preparation in comparison with the industry Getting Approval from the supplier for the failed parts in consultation with purchase department Coordination with the accounts department for issuing the credit / Debit notes to dealer Reviewing and processing warranty claims, ensuring accuracy and on time settlement of warranty claims Analysing failed parts to determine root causes and identify potential improvements. Collaborating with suppliers and vendors to resolve warranty claims and improve product quality. Managing warranty costs, identifying trends, and implementing cost-saving initiatives. Ensuring prompt and satisfactory resolution of warranty-related issues for customers. Generating reports and analysing data to identify trends, opportunities for improvement, and warranty performance metrics. Identifying opportunities for process improvements and implementing changes to enhance warranty operations. Preferred candidate profile Familiarity with warranty policies, procedures, and regulations. Excellent written and verbal communication skills. Solving Skills: Ability to resolve complex warranty issues and negotiate with suppliers Ability to adapt to changing priorities, processes, and technologies. Ability to analyse data, identify trends, and make informed decisions. Ability to work effectively with cross-functional teams, including sales, service, and suppliers.

Territory Service Manager Role Description Plan and conduct customer engagement programs (care camps, mobile service, customer meets, Do-it-yourself trainings) for improving PSS/NPS scores Review the customer complaints and put effective preventive actions Ensure assembly quality as per standards at distributor assembly plant and provide product performance feedback regularly to HO to improve product quality Ensure settlement of distributor claims such as transit, warranty, spare parts etc. and handle distributor queries Improve service and parts reach by network expansion and improve service quality by adherence to service processes (training, audit, implementation & usage of DMS) Understanding market dynamics (in terms of service & parts) and suggest appropriate measures (new product launches, network, pricing and new initiatives of competition) Develop programs/actions to improve service inflow and parts sales of distributors/dealers Ensure availability of genuine spare parts in all the distributor/dealer/3S/2S and APS/retailers outlets to achieve retail plan Ensure availablity of manpower as per the approved organization structure at distributors, build the competency level and suggest reward/recognition programs to distributors Conduct PGM training and engagement Programs Preferred candidate profile Btech/BE No Career & Education Gap Age limit upto 32 only

Job Title: Principal CRM Consultant SAP S/4HANA Service Management Work Hours: 5:00 PM to 2:00 AM IST Open Positions: 2 3 Location: Remote India Start Date: Immediate Job Description: We are actively seeking experienced Principal-level SAP CRM Consultants with deep expertise in S/4HANA Service Management . The ideal candidate will have hands-on experience in configuring and delivering service processes in S/4HANA, with a strong understanding of customer service operations, service orders, contracts, and integration with SD and FI modules. Key Responsibilities: Lead the design and implementation of Service CRM solutions in S/4HANA Configure and support service request, service order, and service contract management Work with business stakeholders to gather and refine requirements Integrate Service CRM with SD, FI, and Logistics modules Provide expertise in Installed Base and Warranty Management Guide testing, user training, and cutover activities Collaborate with offshore and onsite teams across project lifecycle Must-Have Skills: 10+ years of SAP CRM experience, including Service Management Minimum 2+ full-cycle implementations in S/4HANA Service CRM Deep understanding of One Order Framework and Customer Management in S/4HANA Strong integration experience with SD, FI, and MM Experience with Fiori apps for service processing (preferred) Soft Skills: Strong communication and client-facing skills Self-driven and accountable Please share qualified resumes as we are looking to fill these positions urgently.

Template Job Title - GN - SONG - Service - CX - Value Architect Manager Management Level :07 - Manager Location:Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills:Value Realisation Experience:7 to 14 years Educational Qualification:MBA from a tier 1 institute Job Summary As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. Roles & ResponsibilitiesTranslate strategic objectives into high-impact use cases in the specific area of expertise. Understand clients business priorities and focus areas to identify the right business scenarios and impacted value levers (KPIs) to include in the business case. Ideate and execute on compelling value creation workshops. Conduct detailed qualitative and quantitative research to lay the foundation of a strong business case. Own every stage of the value creation process, from research and identification to value drafting and dashboarding. Define value architecting requirements and work with Accenture teams to deliver solutions. Advise clients on industry best practices and client examples of value creation and realization Accurately estimate time to complete work. Continually experiment with new tools, technologies and sharpen analytical skills. Ability to research and provide strategic, goal-driven solutions for clients. Lead and Collaborate with both offshore & onshore cross functional and technical teams, including client-side managers, business heads, and other stakeholders across the organization. Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients issues. Professional & Technical Skills: Apply best of breed Excel practices- Deep-dive with solid knowledge of formulas & macros to bring in speed & efficiency. Maximize experience in developing interactive models:Use relevant dashboard creation platforms (Power BI, Tableau, etc.) to design and apply interactive dashboards. Innovate with Creativity:Demonstrate an ability to work in a fast-paced environment with the ability to abstract value into compelling business story. Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc. Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc. Additional Information: 12+ years of experience in strategy/value office & consulting roles with P&L exposure Deep understanding of Customer Service function for two industries Good understanding of sales & marketing as a function Solid experience in developing quantitative models. Conducting qualitative & quantitative research Anchoring client/senior stakeholder conversations Creating engaging storyboards using the best data visualization tools such as Power BI, Tableau, etc. Passionate about story telling and excellent visual skills (using power point, figma tools) About Our Company | AccentureQualification Experience:7 to 14 years Educational Qualification:MBA from a tier 1 institute

Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs Prepares a repair order showing time, cost and labor estimates for service Required Candidate profile Min 5 to 8 yrs exp Experience in Maruti preferred

Role: Business Advisory Associate - Automotive Supply Chain (Warranty Claims) Location: Navi Mumbai Experience: 0 - 3 years Are you passionate about cars, components, and customer experience? Ready to shift gears and take your career to the next level with a global powerhouse? Accenture is hiring for the role of Aftersales Services & Warranty Claims Adjudication. Who can apply? - BE in Automobile (with or without automotive experience) - BE in Mechanical (with automotive experience) - 1 to 5 years of experience in Warranty, Auto Components, or Service Advisors from authorized Auto dealerships. What you'll do? - Investigate and validate warranty claims using OEM tools, parts catalogs, and labor standards - Drive supply chain transformation through digitization and analytics - Work closely with dealers, warranty engineers, and internal teams to meet SLAs - Maintain accuracy, efficiency, and high-quality delivery in operational processes About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and, security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and, communities. Visit us at www.accenture.com

Job Title - GN - SONG - Service - CX - Value Architect - Senior Manager Management Level: 6-Senior Manager Location: Gurugram Must-have skills: Sales Distribution and Marketing Strategy Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you are expected to - Translate strategic objectives into high-impact use cases in the specific area of expertise. Understand clients business priorities and focus areas to identify the right business scenarios and impacted value levers (KPIs) to include in the business case. Ideate and execute on compelling value creation workshops. Conduct detailed qualitative and quantitative research to lay the foundation of a strong business case. Own every stage of the value creation process, from research and identification to value drafting and dashboarding. Define value architecting requirements and work with Accenture teams to deliver solutions. Advise clients on industry best practices and client examples of value creation and realization Accurately estimate time to complete work. Continually experiment with new tools, technologies and sharpen analytical skills. Ability to research and provide strategic, goal-driven solutions for clients. Lead and Collaborate with both offshore & onshore cross functional and technical teams, including client-side managers, business heads, and other stakeholders across the organization. Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients issues. Bring your best skills forward to excel at the role: Apply best of breed Excel practices- Deep-dive with solid knowledge of formulas & macros to bring in speed & efficiency. Maximize experience in developing interactive models: Use relevant dashboard creation platforms (Power BI, Tableau, etc.) to design and apply interactive dashboards. Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract value into compelling business story. Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc. Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Deep understanding of Customer Service function for two industries Good understanding of sales & marketing as a function Solid experience in developing quantitative models. Conducting qualitative & quantitative research Anchoring client/senior stakeholder conversations Creating engaging storyboards using the best data visualization tools such as Power BI, Tableau, etc. Passionate about story telling and excellent visual skills (using power point, figma tools) Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 14 to 16 Years Educational Qualification: Minimum 15 Years of Education

Business Development & Operations Heading the Regional Service and Parts function Monitor and handhold dealer green field project establishment activity in coordination with DD, Sales and Service CFT ,so as to ensure desired infrastructure with all CI norms for providing industry best customer service experience. Implement and maintain Aftersales service standards across network. Conduct annual Standard and Service Core Process audit Ensuring level of customer satisfaction provided by the network. Enhance and monitor quality and timely provision of customer services Manpower recruitment and training at the dealerships Formulate and implement customer retention strategies Manage customer and dealers for After Sales needs across the region Market benchmarking and support in Industry first customer centric processes

we are Required male candidates for automobile dealership company in panki basic computer knowledgebe must good company faicility and envoirnment attarctiv salary diploma and graduate all technical applyed

Responsibilities: * Manage warranty claims & customer complaints * Ensure timely after sales support * Oversee service coordination & operations * Handle follow-ups with customers & vendors CONTACT US ON 8112775454

Oversee daily service department operations Manage team of service advisors and technicians Ensure high customer satisfaction and resolve issues Control budget, inventory, and performance metrics Train staff and maintain service quality standards

Lead service team, schedule technicians, resolve issues, manage PM programs, maintain records, manage parts, ensure safety, develop maintenance plans, train staff, collaborate with engineering for improvements & handle escalated customer complaints Food allowance Annual bonus

Smooth execution of I & C , Spot service jobs - No negative feedback for all I & C feedback points - 98 % jobs All weekly updates to I & C customers - 100 % Franchisee order to be released before site works start - 100 % jobs Return of DOA materials to factory within 1 week - 100 % cases Warranty Contract Creation in oracle within 7 days of job handover - 100 % jobs Reconciliation of I & C materials , return of empty cylinders & movement of cylinders to new sites immediately after cylinder usage - 100 % jobs Sharing the I & C , spot service billing documents to service sales team within 7 days of job completion - 100 % jobs Inspection of BP jobs & driving for corrective action - 100 % jobs Total Recordable Rate (TRR) - Site Safety check & corrective action -Local site - Minimum Weekly site visit & Outstation - Pre-installation & during commissioning- 100 % jobs Field Engineer Utilization - 88 % Customer Appreciation mail / Letter - Minimum 95 % jobs Preparation of case study for peculiar , major issues / failures with diagnosis , action taken & corrective action for other sites - Minimum 1 per month

After sales service of warranty claims through Channel partners. Administer and perform all activities in line with the company procedures regarding service department. Administer check list, service requests, contracts, instructions, warrantees and schedules to ensure service personnel comply with established service procedures. Maintain inventory of spare parts for service Centre. Leading training and motivating team ensuring optimum performance. Motivating & Keeping the team spirit high ensuring minimum attrition. Financial Analysis and ensure the control of after sales cost. Optimize and implement cost control measures. Manage customer complaints and ensure the TAT targets at all the branch levels. Ensure the service SLAS and KPIs are met as per the business requirement. Warranty Analysis of the products and failure Mode Analysis for feedback to factory to factory and technical team for product improvements.

First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe. We are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customers expectations. Designed and engineered with Original Equipment rigor and quality, our products serve vehicle manufacturers, technicians and drivers everywhere. If you are looking for curious self-starters with a willingness to explore and motivation to find growth opportunities, we have an exciting opportunity for candidates who would like to join a global company in continuous growth! Primary Job Tasks and Responsibilities Perform data analysis to support various business functions and initiatives and Create reports and dashboards to visualize data in Power BI. Provide Vision and direction to comprehensive analytical process and reporting framework for understanding and mitigating warranty rates/ return rates for all FBG product lines in North America Develop, implement, and manage warranty policies and procedures for various FBG product categories, by working with the respective Product teams. Perform a deep dive analysis of product failures data to determine root causes, collaborating with cross-functional teams (product development, supplier quality, and manufacturing) to identify root cause of warranty and present it to stakeholders and management in form of dashboards. Proficiency in relevant customer warranty portals and procedures to extract warranty data. Developing a communication loop for insights and trends related to warranty analysis to global product leads Develop and manage exception reporting and escalation/ follow up process Maintain a robust performance metrics dashboard for all product line in North America, streamline data intake process from various sources and display results in Power BI dashboards Manages net warranty reduction imperatives, financial risk assessment through effective decision framing dash boards and driving for resolution Participate in corrective actions and help track performance improvements from those actions Streamline customer performance reporting related to warranty/ returns Ensure compliance with warranty policies and procedures, industry standards, and regulatory requirements. Manage, coach and train warranty analysis team Knowledge/Experience Bachelors Degree in any engineering with additional focus on analytical field 7+ year work experience in data analysis, with at least 3 year experience working in a management capacity Proficiency in MS Suite, Power BI. Multitasking with great attention to detail, highly organized and self motivated Strong analytical skills and ability to interpret complex data Experience with latest data analytics tools/ techniques Experience in quality systems and statistics Automotive experience preferred Good presentation and management skills Good project management and interpersonal skills