Customer Care Manager

- Mid Level

Bangalore, IN

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The position involves analyzing technical complaints of vehicles in the field and rectifying defects in vehicles or overhauling aggregates. The role requires maintaining and handling internet-based warranty processes and ensuring the implementation of service processes at channel partners. Additionally, the position focuses on the development of a secondary channel and providing feedback on both the company's and competitors' products. Training of service managers is also a key responsibility, along with working out special service support for strategic customers in collaboration with channel partners. The role ensures the execution of spare parts orders by all channel partners to maintain sufficient inventory and meet spare parts targets. It also involves managing a secondary network for spare parts sales and guiding channel partners on optimizing manpower, facilities, and equipment. Ensuring the profitability of workshops at channel partners, managing service guarantees at dealerships, and providing monthly performance monitoring of ASC (Authorized Service Centers) are also critical tasks. The position includes conducting service camps on a monthly basis and visiting customers to update M Response data.

Responsibilities

• Analyse the technical complaints of the vehicle in the field.
• Rectify defects in vehicles / overhaul aggregates.
• Maintain and handle internet based warranty.
• Ensure implementation of service processes at channel partners.
• Development of secondary channel.
• Feed back on companys as well as competitors products.
• Training of service managers.
• Work out special service support for strategic customers with channel partners.
• Ensure execution of spare parts order by all channel partners for sufficient inventory and for meeting spare parts target.
• Manage secondary network for spare parts sales.
• Guide channel partners for manpower/facilities/equipment optimisation.
• Ensure profitability of workshops of channel partners.
• MIS on service.
• Spare parts inventory management.
• Manage service guarantee at the dealership.
• Monthly visit to ASC and monitor his performance along with ASC coordinator.
• Conduct service camps on monthly basis.
• Monthly visits to customer and update M Response data.

Requirements

• Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical
• 5 years and above of general experience.