Executive-State Serv Office T&P

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  Location

  (INDIA) and Jabalpur

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  Job Reference

  21096

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  Functional Area/Experience

  Engineering / 3 Years

Job Description & Qualifications

This role will be responsible for resolving customer’s technical issues pertaining to service delivery within assigned areas in order to drive high levels of customer satisfaction engagement amongst customers from a service

Job Responsibility

Execution & Implementation:

• Execute and resolve CCT / non – CCT technical issues pertaining to service delivery by working with multiple internal teams and service office in order to drive high levels of customer engagement
• Resolve customer complaints pertaining to retro fitment resulting decreasing time to completion and higher customer satisfaction
• Execute customer feedback and provide inputs on technical aspects of product to ensure products are performing at peak levels.
• Share feedback and inputs with RTMS, M&HCV,service office of manufacturing plants for benchmarking. Share feedback for benchmarking competition vehicle feature and performance
• Continually review and monitoring the total cost of operation
• Promote and implement products to key accounts to generate sales

Relationship Management:

• Develop and maintain relationships with internal and external stakeholders to ensure product satisfaction, business growth and product development
• Consistently engage with customers and key stakeholders including captive workshop managers and key account service representatives
• Coordinate with multiple teams - RTSM M&HCV, TSM M&HCV, CSMs on need basis to ensure high levels of service capabilities

Stakeholder Profiles & Nature of Interactions

Internal

• RTSM M&HCV: Update and seek support on M&HCV technical/product issue resolution and engagement on regular basis
• SPM & TSM (M&HCV): Establishment of the M&HCV products through fuel trials/TCO (total cost of operation)and promote sale
• SSM & CSM: Support in resolving customer issues
• Plant Service Office: Resolution of recurring product issues
• Spare Parts Team: For keeping stocks of NPI line items

External

• Customers: Engagement with them and resolution of complaints
• Dealers/Channel partners: Up gradation of technical knowhow of new products of dealership team
• Vendors: Organize product specific practical training for Dealers/TASS employees

Desired Candidate Profile

• Education Bachelors in Engineering (Automobile/Mechanical/Electrical)
• Relevant Experience: 3 – 5 Years
• Experience in Automobile Industry
• Extensive Product Knowledge

Skills & Competencies

• Technical Knowledge
• Customer Centric
• Problem Solver
• Communication Skills