Role: Customer Support Manager
Salary: 07-17 LPA
Experience: 2.5 – 9 yrs
Locations : Gurgaon, Patna, Guwahati/Silchar ,Raipur, Bhubaneswar
Education: B Tech/BE-ME/EE
Industry: Commercial Vehicles
Skills Required: Technical Knowledge, Product Knowledge, Service commercial acumen, Handling customers
PURPOSE
This position is created to create first cut contact points of all customers. They will provide first cut technical assistance to workshop to wherever required. They will ensure that all the complaints of customers are closed effectively.
OPERATING NETWORK
External Interface
Supervisors
Works Managers
Dealer Principals
OE support team
Roles WITHIN my function
1. Product support Managers
2. Service Agreement Manager
3. Area Service Managers
4. Regional Service Manager
5. Zonal Business Head
6. AM- Head
Roles OUTSIDE my Function
1. Product support Managers
2. Area Service Managers
3. Regional Service Managers
4. Technical Support Manager (Pan India)
5. Commercial Vehicle Team
6. Sales Team
Area Service Manager
1. Product Support Manager
2. Site Support Manager
Superior
Area Service Manager
Subordinate
1. Product Support Manager
2. Site Support Manager
Business Understanding
• Expert understanding Customer Handling
• Comprehensive view of AM offerings.
• People Management
Knowledge
1. Technical Knowledge- Expert
2. Product Knowledge- Expert
3. Service commercial acumen
4. Handling customers
Behavioural Skills
1. Inter-personal skill
2. Communication skill
AREAS OF RESPONSIBILITY
Right Experience to customer
1. PDI & ECS audit
2. Ensuring required infra , process etc at workshop driving through Retx.
3. OJT & training
Technical support to workshop and Float Management
1. First cut technical support & Interface with Uptime for quick support
2. Reporting of Technical issues
3. Organising training from OEMs
4. Supporting workshops in closing Technical Campaigns
5. Effective Float Management
Adoption of Key Customers, Customer Connect & Win Back
1. Adoption of Customers based on local need (as finalized in between RSM- Sales & ASM- AM)- regular visit, tracking on customer's experience and put required corrective action
2. Repeat sales from these customers (Key customers)
3. Assist CSM in planning connect activities and do necessary analysis on outcome
