Assistant Area Manager - Customer Care

Responsibilities & Key Deliverables

Skills

This job looks for fine talented Professional who has blend of experience like technical skills, Business excellence, Team handling, Training of Teams, Customer handling, Coordination between field & Head office etc. In brief – these accounts to Managerial role for a Territory under which one must manage the Channels (Dealers / Authorized service points) & Customers (Farmers) from Installation of the Product, till any Post warranty issues. Good exposure of MS Office tools. Under this role, one must perform:

• 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

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

Service Management