RAYTEKK, Coimbatore

[ Hiring for Leading Construction Equipment Manufacturer ]

Key Responsibilities

1. Customer Service Management

- Manage end-to-end customer service activities across the assigned territory.
- Ensure timely response and closure of customer complaints and service requests.
- Monitor machine breakdowns and ensure quick deployment of service engineers/technicians.
- Maintain strong relationships with key customers and fleet owners.
- Conduct regular customer visits to understand concerns and improve satisfaction.
- Handle escalated customer complaints and ensure effective resolution.

1. Dealer & Service Network Management

- Manage and develop authorized dealers and service partners in the assigned region.
- Monitor dealer service performance, manpower, infrastructure and technical capability.
- Ensure dealers maintain adequate service facilities, tools and equipment.
- Conduct regular dealer reviews and service-performance meetings.
- Identify gaps in the service network and recommend corrective actions.
- Support recruitment, training and development of dealer service personnel.

1. Technical & Field Service

- Coordinate diagnosis and resolution of technical issues related to construction equipment.
- Support field teams in resolving complex mechanical, hydraulic, electrical and engine-related problems.
- Coordinate with Technical Support, Engineering, Quality, Manufacturing and R&D; teams for recurring technical issues.
- Analyze machine failure trends and recommend corrective and preventive actions.
- Ensure proper implementation of service bulletins, technical updates and product improvements.

1. Warranty Management

- Monitor warranty claims and ensure timely processing and closure.
- Verify warranty-related failures and ensure compliance with company policies.




- Analyze warranty trends and identify recurring product issues.
- Coordinate with internal departments for warranty improvement and cost reduction.

1. Service Performance & MIS

- Track key service KPIs such as:

- Customer complaint closure time
- First-time fix rate

- Machine uptime

- Repeat complaints

- Warranty cost

- Service response time

- Dealer service performance

- Preventive maintenance compliance
- Prepare regular MIS and management reports.
- Use CRM/service-management systems to track and monitor complaints and closures.
- Drive continuous improvement in service response and customer satisfaction.

1. Spare Parts Coordination

- Coordinate with the spare-parts team to ensure availability of critical parts.
- Identify fast-moving and critical service parts based on field requirements.
- Work with dealers to improve spare-parts availability and inventory planning.
- Escalate critical parts shortages affecting machine uptime.

1. Team Leadership

- Lead, motivate and develop service engineers, field service personnel and technicians.
- Plan manpower deployment based on territory and customer requirements.
- Conduct technical and customer-service training programs.

- Establish clear performance targets and review team performance regularly.

1. Customer Satisfaction & Retention

- Develop initiatives to improve customer experience and machine uptime.
- Conduct customer feedback programs and service camps.




- Build long-term relationships with major customers and fleet operators.
- Convert customer feedback into actionable improvements for products and services.

Candidate Profile

Education:

- Diploma / B.E. / B.Tech in Mechanical, Automobile, Electrical or related engineering discipline.
- MBA/PG qualification in Service Management or Business Management will be an advantage.

Experience:

- 8 to 15 years of relevant experience in after-sales/service operations.
- Experience in construction equipment, earthmoving machinery, tractors, commercial vehicles, automobiles, agricultural equipment or heavy machinery is preferred.

- Candidates with strong experience managing dealer/service networks will be preferred.

Required Skills
- Strong knowledge of mechanical, hydraulic and electrical systems.
- Good understanding of construction/earthmoving equipment.

- Strong troubleshooting and problem-solving skills.
- Excellent customer-handling and communication skills.
- Dealer/service network management experience.
- Strong leadership and team-management capabilities.

- Good analytical and MIS/reporting skills.
- Working knowledge of CRM/service-management systems.
- Ability to work under pressure and manage breakdown/emergency situations.
- Robust negotiation and conflict-resolution skills.

- Willingness to travel extensively across the assigned territory.

Key Performance Indicators (KPIs) The successful candidate will be evaluated on:
- Customer satisfaction / CSAT
- Complaint response and closure time
- Machine uptime
- First-time fix rate
- Repeat complaint reduction
- Warranty cost control
- Dealer service performance
- Service revenue
- Preventive maintenance coverage
- Spare-parts availability
- Service network capability
- Customer retention

📌 Customer Service Manager (Satna)
🏢 Raytekk
📍 Satna