Deputy Manager - Customer Care

Responsibilities \& Key Deliverables

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• 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

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4 to 8 Yearsof relevant experience as CCM

Qualifications

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B.Tech /BE - Agriculture (Preferred) / Mechanical / Automobile, Diploma –Agriculture, Mechanical, Automobile (With Experience**)

Job Segment

Field Service, Manufacturing