Customer Care Process Manager

4 days ago

Bhopal, Madhya Pradesh, India beBeeCustomerCare Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Title:

Service Operations Manager


Responsibilities:
  • Oversee customer care processes and related activities.
  • Manage dealer operations, on-field service delivery, spares, lubes, warranty management, and process implementation at channel partners level.
  • Ensure standardized service infrastructure, facilities, quality manpower at channel partners level.
  • Guide and conduct on-the-job training of service mechanics for technical problem-solving and debottlenecking at dealerships.
  • Attend and resolve critical customer complaints, measure customer satisfaction level, and work towards increasing dealer profitability through service schemes.
  • Meet spare targets of all channel partners and company-promoted oil targets.
  • Coordinate timely spare parts orders execution for channel partners and ensure dealer CSI score targets are met by driving improvement action plans.
  • Provide feedback on competition new service schemes launched to the head of service and the Zonal Regional Customer Care Manager.
  • Provide timely and qualitative product feedback about critical and new defects to HO Product Monitoring Cell.
Preferred Industries:

Agriculture Implementation Automobile Tractor Education Qualification:

  • Bachelors of Technology Bachelor of Engineering Diploma in Engineering Bachelors of Technology in Mechanical Bachelors of Technology in Automobile Bachelors of Technology in Agriculture Bachelor of Engineering in Mechanical Bachelor of Engineering in Automobile Bachelor of Engineering in Agriculture Diploma in Engineering in Mechanical Diploma in Engineering in Automobile Diploma in Engineering in Agriculture
General Experience:

1-4 Years of relevant experience as CCM Critical Experience:

  • Minimum 1 year of on-roll field service experience handling 7-10 dealers workshops branches Working Farm Knowledge of Tractors Farming and Implements Handling business volume of Spares and Oil of minimum 2 crore revenues System Generated Core Skills:
    • Change Management Channel Strategy Consumer Focus Customer Relationship Management CRM Product Knowledge Application Service Management System Generated Secondary Skills

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