Responsibilities & Key Deliverables

Customer Centric Role
Quality Product installation
Tractor Service within Timeline & Quality .
Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases)
Product complaints resolution with feedback to Plant HO. thru Field Technical reports.
Ensure Retention of Customers – Under warranty as well as Post warranty.
Conducting field service activities for customers.
Ensure CSI amongst top in the industry.
Warranty control, audit & dispute handling.
Reduce vehicle down time & improve work quality.

Managerial Role
Ensure Dealership is Profitable & Sustainable
Meet Organisational service Business targets like Spares , Lubes, accessories… etc.
Capability building of dealers Manpower on technical skill and system & processes.
Ensures Customer satisfaction among Sales & Dealers to support the function .
Inclusion of Channels to propagate business at Dealership level as well as Organizational level.
- Service Quality audit , Feedbacks , Field trials , Retro- fitments drives etc

Preferred Industries

Automobile

Tractor

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture

General Experience

4-7 years of Experience

Critical Experience

System Generated Core Skills

Communication Skills

Customer Sensitivity

Consumer Focus

Customer Relationship Management (CRM)

Customer Support

Manpower Management

Dealer Relationship Management

Negotiation

Training & Development

Revenue Generation

SAP

Service Planning

Service Readiness Assessment

Team Building

Territory Coverage Optimization

Warranty Management

Designing Customer Experience

Service Orientation

Capability Building

Service Quality

Senior Customer Care Manager - Tractor