FAQs
What is the primary purpose of the Senior Manager - Zonal Technical Support role?
The primary purpose of the role is to organize, deploy, and monitor service processes and customer care initiatives to enhance customer satisfaction and dealer engagement while adhering to organizational policies and statutory norms.
What kind of experience is required for this position?
A minimum of 5-6 years of experience is required, specifically in the automobile industry with a focus on customer-centric roles, technical support, and complaint resolution.
What educational qualifications are necessary for this role?
The desired educational qualification is a Bachelor’s degree in Engineering (BE) or Technology (B.Tech).
What are the key responsibilities of this position?
Key responsibilities include planning for vehicle retention and inflow growth, executing customer connect initiatives, monitoring service marketing targets, managing technical service support, and resolving customer complaints.
How does this role interact with internal stakeholders?
The role interacts with various internal stakeholders including Service Process, Service Marketing, Spare Parts, Customer Experience, and Legal, focusing on auditing progress, tracking marketing figures, and handling customer complaints.
Will there be opportunities to work with external stakeholders?
Yes, the role involves regular interaction with external stakeholders such as customers, vendors, dealers, suppliers, and corporate or fleet customers to ensure customized service solutions and gather feedback on service experience.
What skills and competencies are essential for this role?
Essential skills and competencies include a passion for customer service, the ability to implement customer-focused practices, and the capacity to build productive alliances with customers and stakeholders.
Are training opportunities provided for employees in this role?
Yes, training opportunities are available, including the identification of training gaps and supporting certification status for channel partner manpower.
How will performance be monitored in terms of customer service?
Performance will be monitored through key service parameters, follow-ups on customer complaints, and regular assessments of channel partners' service marketing achievements.
What role does complaint resolution play in this position?
Complaint resolution is critical; the Senior Manager will handle customer complaints in coordination with channel partners and escalate product concerns as necessary to ensure satisfactory resolution.