Assistant/Deputy Manager - Customer Care
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About The Position
The position involves overall responsibility for Customer Care processes related to activities such as Dealer Management, On-field Service Delivery, and Spares/Lubes/Warranty Management. The role requires the implementation of all processes and systems related to the service function at the channel partners' level, ensuring standardized service infrastructure, facilities, and quality manpower. The candidate will guide and conduct on-the-job training for Service Mechanics to solve technical problems and debottleneck issues at dealerships. Additionally, the role includes attending to and resolving critical customer complaints while measuring customer satisfaction levels. The candidate will work towards increasing dealer profitability through service schemes, ensuring spare targets are met, and coordinating timely spare parts orders for channel partners. The position also involves ensuring dealer CSI score targets are met, providing feedback on competition's new service schemes, and ensuring adherence to warranty claims processes. The candidate will also be responsible for establishing service infrastructure at new dealerships and conducting service audits periodically as per company norms. Product training for dealers, workshop managers, and service mechanics is also a key responsibility.
