Senior Manager-Zonal Technical Support-Sales, Marketing & Customer Care-TMPV

Purpose of the Role

Highly skilled - To Resolve critical product issues with the help of Technical helpdesk, develop diagnostic capability, provide product feedback to plant in order to ensure timely resolution of product complaints and Improve product quality within organizational policies and practices

due complex vehicular technology , Dealer and Field team will be unable to resolve technical complaints leading to complaint escalation and high vehicle downtime

Job Responsibility

• Technical assistance - THD (Technical Help Desk) Resolve critical product issues at CP through online system support and visit. Provide detailed technical report incase of resolution / non-resolution of complaint to product support team, plant, ERC. In order to ensure timely product complaint resolution & feed back to S& TS.
• Diagnostic capability in field Conduct special training session & meet of DETs periodically. Identify requirement and develop new DET at channel partner. Develop technical skill set of DET and technical manpower through proper guidelines and training at CP. Train and assist technical team on modification, repair processes & all technical literature. Drive and coordinate OEM ancillary meet and trainings periodically at field. Audit & develop action plan on CPs technical preparedness. In order to ensure development of diagnostic capability in the field for better quality repairs Audit for availability & usage of diagnostic tools, special service equipment and diagnostic software upgrades and develop action plan
• Product Feedback & Updating Track, Analyze & share product failures & performance feedback with STS. Roll out & monitor updating as and when any new updating is launched. In order to improve product quality.
  
  

Stakeholder Profiles & Nature of Interactions

Internal

Spare Parts

Child part availability and Part nos. queries

Field Service

Product Feedback

Technical Information for complaint resolution and Quality repairs

Product Support

Escalation of unresolved issues

Interface regarding technical information and product feedback

Warranty

Informing, getting clarity for claims & policy

NPI

Product feedback & understanding new product

ATC

Coordinating for certification score and improvement plan.

Training Centers (CTC, RTC, STC)

coordinating for special training and meets

External

Channel Partners

Direct interface with Channel Partners for resolution of technical complaints of customer vehicles.

Vendors & Suppliers

Interface for supporting field vehicles through product support.

Customers

Interaction with customer to understand & resolve critical complaint.

Desired Candidate Profile

• Education B.E (Automobile Engineering)
• Relevant Experience : 4 - 5years of total work experience (automobile)
  
  

Skills & Competencies

• Product knowledge and technical skills
• Interpersonal & Communication Skills
• Diagnostic skills
• System knowledge (CRM-DMS and Analytics)
• Analytical skills