| Position: MAIN PURPOSE OF THE JOB: INDUSTRY TYPE: | Manager-Customer Care (After Sales) To achieve Customer delight & satisfaction as per company goal through following verticals: – Non-Revenue – Customer complaints, transformer commissioning, customer education etc. Revenue – Transformer repair at works, spare part sales, field service & repair etc. Transformer Manufacturing & service |
| KEY ACCOUNTABILITIES: KEY RESULTS: Timely closures & validation of Customer complaints. Customer satisfaction index / rating, Achieve targeted revenue through revenue vertical. KEY ACTIVITIES: 1.Timely closure of customer complaints as per QMS guidelines & timeline to client’s satisfaction / validation. 2.Optimum utilization of service engineer / technician team and its measurement through FSR, customer complaints and commissioning work. 3.Pro-active marketing for spare sales, field service & repair of transformer to achieve revenue target. 4.To ensure all the complaints are registered in relevant FMS. Manage Customer complaints / Field service / Repair & service of old transformer through FMS. 5.Act as the primary point of contact during escalated situations, ensuring quick and effective resolution. 6.To collect data and facts towards all customer complaints and to provide the same to QA team so that RCA / CAR is performed effectively. 7.Training of team members and their skill development. 8.To ensure proper maintenance and calibration of apparatus & testing equipment’s used in after sales service, so as to provide smooth working. 9.To review customer feedback forms and prepare analysis. 10.Keep top management updated and informed with feedback & innovative ideas as how to improve and develop quality standards of the product & services. 11.To ensure that records are maintained properly and available, as per requirement of QMS for analysis, inspection & audits. 12.To submit report & analysis in monthly review meetings. 13.Reviewing & passing of TADA & tour / conveyance bills of Technicians. 14To ensure timely preparation and submission of Field service reports, Complaint reports & invoices. 15.To maintain safety measures / Human safety. |
| EXPERIENCE & QUALIFICATIONS: | Qualification (Must/Desirable): B. Tech / BE / Diploma in Electrical. Experience: Minimum 9 years’ experience of customer support of engineering equipment. |
| SPECIAL SKILLS: | Customer Centricity Strategical Thinking Strong Implementation Process orientation Good Communication skills Negotiation skills Innovative thinking to find solution Ability to handle difficult situations with clients Computer Skills – Google Drive, Google Docs, Gmail, PPT Team management skills Ability to review client’s orders |
| KEY CUSTOMERS: | INTERNAL: Sales team, Quality assurance team, Testing team, In-Process dept, Purchase dept, Stores, Design Dept, Dispatch Dept. | EXTERNAL: Customers, ISO / ZED auditors, Various service providers for field work, Clients |
