Deputy Manager/ Manager - Product Support (Customer Care)

Job Description

Responsibilities & Key Deliverables Provide all the product support to the field team.Organize PQIT and data collection from field team and further compilation and review.Regular follow up with CQA on monthly complaints and resolution.Retro fitments feedback is provided as when required by RandD and CQA.Follow up with OEM for settlement of critical issues.Monitoring OEMs for improvising the serviceability issues time to time.Regular discussion with CC field team against any failure if any after the cut off chassis numbers shared by CQA.Monitoring the repeat failures occurring in field and discussing the same with CQA for resolution.Tracking, coordination and follow-up with CQA on progress of agreed improvement projects.Field visit with CQA team for handling/ resolution of the critical complaints cases.Ensure delivery of IDK, IWK and Special tools at Dealerships for new launch models.Monthly MIS on product complaints and forwarding the same to CQA.Creation of Technical SOPs and distribution in the field as per requirement.Market intelligence gathering by keeping abreast with new features and additions in competitors product.Participation in the field service activities to understand the product concerns enabling to take up the matter with additional clarity while interaction with CQA Team Preferred Industries Agri BusinessAgriculture ImplemenTractorAuto / Auto EquipmenAutomobile Education Qualification Bachelor of Engineering; Bachelors of Technology; Diploma; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Diploma in Mechanical; Diploma in Automobile; Diploma in Agriculture General Experience 2- 4 Years of relevant experience in product support / Customer Care field role Critical Experience 2-4 years of experience in Product support / CCM roles in Tractor organization.Very strong Technical Knowledge.Clear understanding of Tractor operations, farm practices and new trends in farm industry.Strong data compilation, reporting and analytics background Mahindra Leadership Competencies Strategic Business Orientation_Business PerspectiveStrategic Business Orientation_Anticipating and Leveraging Business OpportunitiesStrategic Business Orientation_Strategic ForesightStrategic Business Orientation_Global mind-setLeadership through Sustainability_Strategize around,Sustainability DriversLeadership through Sustainability_Frugal mind setLeadership through Sustainability_Stakeholder focusLeadership through Sustainability_Triple Bottom Line SensitivityCustomer Focus_Customer SensitivityCustomer Focus_Customer DelightCustomer Focus_Service OrientationInnovation Led Transformation _Idea OrientationInnovation Led Transformation _Change catalystInnovation Led Transformation _Risk Taking with ResponsibilityResult Orientation with Execution Excellence_Effective Project ManagementResult Orientation with Execution Excellence_Passion for QualityResult Orientation with Execution Excellence_Accountability for resultsResult Orientation with Execution Excellence_Agility with disciplineLeveraging Human Capital_Exponential synergyLeveraging Human Capital_Team developmentLeveraging Human Capital_Entrepreneurial engagementLeveraging Human Capital_Appreciating diversityWeaving Passion and Energy at Work_Being Passionate about workWeaving Passion and Energy at Work_Working without BarriersWeaving Passion and Energy at Work_Blending Fun with workWeaving Passion and Energy at Work_Learning from Failures System Generated Core Skills Customer SensitivityCustomer Relationship Management (CRM)Product Knowledge & ApplicationService ManagementService Orientation System Generated Secondary Skills Job Segment: Field Service, Engineer, Manufacturing, Engineering ,

Keyskills :
miscustomer servicedocumentationfinanceinsurancecontinuous improvement facilitationnew trendscustomer carefield service