Responsibilities & Key Deliverables

1.Coordination with Dealership & Field Teams for faster concern resolution & closure. 
2.Interact with quality teams by analysing the field concerns and coordinate / communicate corrective actions / improvements to field. 
3.Participate in change management process for ensuring custiomer voice / concerns are addressed.
4. Support for Aggregate replacement / Technolegal cases / Escalated concerns / Spares availability & as a TEKexpert.

Field Support
1.    AO support on escalated concerns
2.    Techno legal assistance to AO
3.    AO support on parts
4.    Support to Tekline on escalated concerns
5.    Inputs to Spares Strategy group on parts stocking based on failure trend
6.    FTR review & action planning support to AO
7.    JI organization, participation & Resolution
8.    Coordination with OEM for support to escalation issues / Mega Campaign participation.
9.    Recall process - SOP finalization & Parts Coordination
10.    FOC aggregate approvals
11.    Aggregate TAR Handling & approval 
12.    Training to Area office and dealer team for FTRR (product improvement)

Concern resolution process with Quality Teams
1.    Interaction with PVT / PET/ PDT
2.    Interaction with Platform teams / COE /Manufacturing plant
3.    Emerging & Walk Home concern release
4.    JI organization & participation
5.    Recall process - SOP Finalization & Parts coordination
6.    Platform syndicate participation
7.    New model complaint code creation support to warranty team
8.    Participation in Plant QCRT as and when required
9.    CFT participation to new launches / upgrades
10.    Seeding management

Change Management Process
1.    Participation in EN as a CFT member and have Customer focus by ensuring parts availability for pre-modified vehicles and better serviceability through child part availability and ensure inter-changeability. Release change details to field through TSB

Preferred Industries

Education Qualification

Diploma in Engg/BE./Btech. (Mech./Auto./Prod.)

General Experience

3 -5 Years in Customer Care

Primary Skills-Functional (Differentiating Skills)

• Root Cause Analysis
• Service Management & Service Execution
• Product Knowledge & Application

Secondary Skills-Functional (Job Family Skills)

• Automotive Technologies
• First Time Right (FTR)

Behavioural Competencies/Skills

• Result Orientation with Execution Excellence
• Customer Focus
• Conflict Management