Manager - Customer Service
3 days ago
Sub Department
Manufacturing & Assembly
Job posted on
Aug 31, 2025
Employee Type
Full Time
Experience range (Years)
10 years - 14 years
Job Responsibilities:
Service Complaint Management:
Coordinate and manage customer service complaints to ensure timely resolution within 3 working days.
Implement systems and processes to enhance complaint resolution speed while minimizing costs.
Manpower and Spare Parts Coordination:
Effectively manage manpower allocation for service activities.
- Coordinate with suppliers for procurement and replacement of defective parts.
Ensure timely return and closure of Returned Goods Permits (RGPs).
Customer & Supplier Coordination:
Follow up with customers regarding service issues and ensure satisfaction.
Liaise with suppliers for the replacement of defective components and spares.
Revenue Generation & Payment Follow-up:
Drive revenue generation from out-of-warranty services.
- Ensure follow-up with customers for payment collections including ABG, PBG, etc.
Track and meet revenue targets as defined by the management.
Reporting and Documentation:
Prepare and maintain Management Information System (MIS) reports.
- Submit timely reports via the CRM system.
Present monthly service performance data and updates to management.
Project Completion & Site Closure:
Ensure the timely completion of pending service-related tasks at older project sites.
- Monitor daily service complaint statuses and update closure information promptly.
Educational qualifications preferred
- Category: Bachelor's Degree, Master's Degree
- Field specialization: Electrical and Electronics engineering
- Degree: Bachelor of Technology - BTech, Master of Business Administration - MBA
Required Competencies:
- A high degree of professional ethics and integrity.
- Strong judgment and analytical skills with the ability to assess situations and provide effective customer solutions.
- Ability to manage multiple tasks simultaneously while meeting tight deadlines.
Required Skills:
- 10–12 years of progressive experience in a relevant field.
- Proven ability to build strong relationships across all organizational levels and drive solutions through influence.
- Strong capability to identify necessary automotive maintenance and effectively recommend appropriate services.
- A genuine passion for leadership and a commitment to the ongoing development of the Service function.
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