Assistant Manager

9 hours ago

Aurangabad, Maharashtra, India Greaves Cotton Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

Role & responsibilities

  • Technical Issue Resolution & Troubleshoot customer-reported problems (Engine parts , electrical system-related).
  • Diagnose and resolve customer complaints related to engine performance, defects, or service.
  • Coordinate with technical teams, dealerships, or service centres to resolve complex issues.
  • Warranty and Service Management
  • Lead team for Process warranty claims and communicate warranty policies clearly to customers.
  • Schedule warranty receipt material , SAP inwarding and payment processing.
  • Documentation and Reporting
  • Maintain detailed records of customer interactions, complaints, and service requests.
  • Generate reports on warranty MIS issues to improve products and services.
  • Customer Feedback
  • Collect and analyse customer feedback to identify areas for improvement.
  • Work with product development and quality teams to enhance customer satisfaction.
  • Product Knowledge
  • Stay updated on new vehicle models, technologies, recalls, and industry standards.
  • Train and assist new support staff on product details and customer handling protocols.
  • Communication
  • Clearly and professionally communicate with customers plant & service teams.
  • Manage situations to maintain customer satisfaction.

Knowledge/ Experience :

Automotive Product Knowledge

  • Understanding of engine models, features, and specifications.
  • Familiarity with automotive parts, maintenance procedures, and warranty terms.

Customer Service Principles

  • Techniques for effective communication, problem-solving, and conflict resolution.
  • Knowledge of customer relationship management.

Technical Understanding

  • Basic mechanical and electrical concepts related to Engines and vehicles.
  • Ability to interpret technical documents, service manuals, and diagnostic reports.

Company Policies and Procedures

  • Knowledge of companys warranty, service, and recall policies.
  • Awareness of safety regulations and industry compliance standards.

IT and Software Skills

  • Proficiency in Microsoft Office and SAP QM module
  • Familiarity with Diagnostic software is a plus

Experience : BE Mech : 6 to 10 years experience in Auto industries.

  • Customer Support Experience

  • Prior experience in a customer-facing role, preferably in automotive or technical support.

  • Handling customer inquiries, complaints, and service requests efficiently.
  • Problem-Solving and Issue Resolution
  • Experience troubleshooting customer problems and coordinating solutions.

  • Managing escalation processes and follow-ups to ensure customer satisfaction.

  • Cross-Functional Collaboration

  • Working with sales teams, service technicians, and product engineers.

  • Coordinating between customers and internal departments for smooth resolution.

  • Handling multiple customers

  • Experience managing multiple customer cases simultaneously.

  • Ability to work by meeting response time targets.
  • Use of Support Tools & Practical experience to track and manage customer interactions.
  • Familiarity with documenting cases, generating reports, and analyzing customer data.

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