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.

Experience

7 to 9 Years

B.Tech