Service Delivery and Customer Support Leader

2 days ago

Delhi, Delhi, India beBeeCustomerSupport Full time ₹ 9,00,000 - ₹ 12,00,000
Job Overview

The role of Service Delivery and Customer Support Leader involves overseeing the entire service delivery process, ensuring customer satisfaction and loyalty through effective management of service operations.

Key Responsibilities
  • Analyze technical complaints from customers in the field to rectify defects in vehicles or overhaul aggregates.
  • Maintain and handle internet-based warranty processes to ensure seamless customer support.
  • Implement service processes at channel partners to drive efficiency and productivity.
  • Develop secondary channels for spare parts sales to enhance customer reach.
  • Provide feedback on company and competitor products to inform business decisions.
  • Train service managers to ensure they possess the necessary skills to deliver excellent customer service.
  • Work closely with channel partners to offer special service support to strategic customers.
  • Ensure execution of spare parts orders by all channel partners to maintain sufficient inventory levels.
  • Create a secondary network for spare parts sales to meet customer demands.
  • Guide channel partners on optimizing manpower, facilities, and equipment to improve operational efficiency.
  • Monitor the profitability of workshops operated by channel partners.
  • Manage service guarantees at dealership level.
  • Conduct monthly visits to authorized service centers (ASCs) to monitor performance.
  • Organize regular service camps to cater to customer needs.
  • Visit customers monthly to gather feedback and update M Response data.
Required Skills and Qualifications
  • Degree: Diploma in Engineering, Bachelor of Engineering, Diploma in Mechanical Engineering.
  • Experience: 5 years or more in a relevant field.
  • Critical Experience: System-generated core skills include customer sensitivity, service orientation, and service management.
  • Secondary Skills: Consumer focus, dealer relationship management, and service planning are essential.
Benefits

This role offers a chance to work in a dynamic environment, driving customer satisfaction and loyalty through effective service delivery. As a Service Delivery and Customer Support Leader, you will have opportunities to develop your skills and advance your career in a growing industry.

Others

We seek a highly motivated individual who can lead our service delivery team and drive customer satisfaction. If you are passionate about delivering exceptional customer experiences, we encourage you to apply for this challenging role.

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