| Open Position INDUSTRY TYPE: | Manager – Customer Care (After Sales) Transformer Manufacturing & service |
| MAIN PURPOSE OF THE JOB: | 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. |
KEY RESULTS:
- Timely closures & validation of Customer complaints.
- Customer satisfaction index / rating,
- Achieve targeted revenue through revenue vertical.
KEY ACTIVITIES:
- Timely closure of customer complaints as per QMS guidelines & timeline to client’s satisfaction / validation.
- Optimum utilization of service engineer / technician team and its measurement through FSR, customer complaints and commissioning work.
- Pro-active marketing for spare sales, field service & repair of transformer to achieve revenue target.
- To ensure all the complaints are registered in relevant FMS. Manage Customer complaints / Field service / Repair & service of old transformer through FMS.
- Act as the primary point of contact during escalated situations, ensuring quick and effective resolution.
- To collect data and facts towards all customer complaints and to provide the same to QA team so that RCA / CAR is performed effectively.
- Training of team members and their skill development.
- To ensure proper maintenance and calibration of apparatus & testing equipment’s used in after sales service, so as to provide smooth working.
- 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. To ensure that records are maintained properly and available, as per requirement of QMS for analysis, inspection & audits.
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.
14. To ensure timely preparation and submission of Field service reports, Complaint reports & invoices.
| 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 |
