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Product Support Specialist

2 months ago

Jamshedpur, Jharkhand, India ZF Group Full time
Job Description

As a key member of the ZF Group team, the successful candidate will be responsible for providing exceptional product support and service to our customers. This role involves working closely with the application engineering team to participate in vehicle trials, organizing service campaigns for new products, and conducting training sessions for customers and service partners.

Key Responsibilities
  • Knowledge of commercial vehicle control systems and ability to apply this knowledge in a practical setting.
  • Participate in vehicle trials with the application engineering team to ensure the successful launch of new products.
  • Organize and coordinate service campaigns for various new products, including VTS, AMT, FMS, ABS, HABS, E-Compressor, TEBS, and TABS.
  • Conduct training sessions for customers, service partners, STUs, OEMs, and fleets to ensure they have the necessary knowledge and skills to operate and maintain our products.
  • Ensure the availability of spares, special service tools, and diagnostic tools at all service partners.
  • Attend joint investigations with OEMs to resolve critical field failures and ensure timely resolution of warranty claims.
  • Prepare product complaint reports and escalate to QAD as necessary.
  • Collect customer feedback on new product performance and use this information to improve our products and services.
  • Conduct audits at service partners to ensure compliance with our standards and procedures.
  • Perform fitment trials of new products to ensure they meet our quality and performance standards.
  • Identify white spots for service support with concern OEMs and work with them to resolve these issues.
  • Resolve customer complaints within 24 hours as per the ZF WABCO SLA with OEMs.
  • Resolve technical queries with field representatives and provide timely support to ensure our customers receive the best possible service.
  • Follow up with leads to convert them into potential customers and grow our business.
  • Handle vehicle breakdown compliances and ensure our customers receive the necessary support and assistance.