Deputy Manager - Customer Care

Responsibilities & Key Deliverables • Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management. • Implementation of all processes & systems related to the service function at channel partners level. • Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partner’s level. • To guide & conduct on the job training of the Service Mechanics for technical problem solving and de-bottlenecking at the dealerships. • To attend & resolve the critical customer complaints and measure of customer satisfaction level. • To work towards & increase dealer’s profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts. • Ensure meeting spare targets of all channel partners & company promoted oil targets. • Ensure coordination for timely spare parts orders execution for channel partners. • Ensure dealer CSI score targets are met by driving improvement action plans. • To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager. • To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell. Experience 4 to 8 Years of relevant experience as CCM Qualifications B.Tech /BE - Agriculture (Preferred) / Mechanical / Automobile, Diploma –Agriculture, Mechanical, Automobile (With Experience**) Job Segment: Field Service, Manufacturing