Product Specialist

1 month ago


Lucknow, Uttar Pradesh, India Royal Enfield Full time

Job Title: Product Specialist - Assistant Manager

Job Summary:

We are seeking a highly skilled Product Specialist - Assistant Manager to join our team at Royal Enfield. The successful candidate will be responsible for handling technical complaints of our products, providing quick resolution of critical issues, and analyzing customer complaints to identify areas for improvement.

Key Responsibilities:

  • Acknowledge customer complaints within 2 hours of receipt
  • Understand customer issues and provide confidence and coordination with dealer teams for necessary support and closure
  • Provide quick resolution of critical issues through hotline calls, VDOs, or training with technical assistance teams
  • Conduct weekly meetings with regional teams to reduce complaints
  • Update root cause analysis for each complaint
  • Analyze customer complaints generated through different modes and take them up with respective teams
  • Monitor compliant trends and make proactive decisions for service campaigns or updates to field employees
  • Closure of complaints with customer satisfaction notes from customers

Requirements:

  • Bachelor's degree in Mechanical or Automobile Engineering
  • 3-4 years of experience in aftersales functions in the automotive industry, preferably as an area service manager
  • Good technical skills and exposure to handling customer complaints
  • Hands-on field experience preferred
  • Good customer handling skills and Excel skills

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