Area Service Delivery Manager

3 days ago

Patna, Bihar, India beBeeAreaCustomerCareManager Full time ₹ 15,00,000 - ₹ 20,00,000
Job Overview

We are seeking a highly skilled professional to fill the role of Area Customer Care Manager. The successful candidate will be responsible for ensuring exceptional customer service and driving business growth through effective channel partner management.

Key Responsibilities:

  • Analyzing technical complaints of vehicles in the field and rectifying defects is a crucial aspect of this position. This involves identifying and resolving issues related to vehicle performance, comfort, and overall quality.

  • Maintaining and handling internet-based warranty programs is another key responsibility of the Area Customer Care Manager. This includes managing warranty claims, processing refunds, and communicating with customers about their warranties.

  • Implementing service processes at channel partners and developing secondary channels is essential for business growth. This involves training channel partners on new service processes, evaluating their performance, and identifying areas for improvement.

  • Providing feedback on company and competitor products, as well as training service managers, is critical for maintaining high-quality service standards. This includes conducting product training sessions, providing feedback on product performance, and coaching service managers on how to improve their skills.

  • Working with channel partners to ensure spare parts inventory and meeting spare parts targets is a vital part of this role. This involves managing spare parts inventory levels, tracking orders, and communicating with channel partners about their inventory levels.

  • Managing service guarantee at the dealership and conducting monthly visits to assess performance is another key responsibility of the Area Customer Care Manager. This involves reviewing sales data, assessing dealer performance, and identifying areas for improvement.

  • Coordinating service camps and updating customer information is also an important aspect of this position. This involves organizing service camps, tracking customer interactions, and updating customer records.

Requirements:

  • A Bachelor of Engineering degree is required for this position. Relevant experience in customer care or a related field is also necessary.

  • At least 5 years of general experience in customer care or a related field is required. Experience working with channel partners, analyzing technical complaints, and implementing service processes is highly desirable.

  • Strong customer sensitivity and service orientation skills are essential for success in this role. The ability to manage multiple stakeholders and drive business growth is also critical.

Core Skills:
  • Customer Sensitivity
  • Service Orientation
  • Service Management
Secondary Skills:
  • Consumer Focus
  • Dealer Relationship Management
  • Service Planning

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