Job Title:
Sr. SME, Operations
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Experience – SME needs to be a certified diagnostic expert / certified maintenance technician / certified system technician, having prior experience of working with a luxury automotive dealer/retail. Should have hands-on experience of working on luxury automobiles. Prior experience with MBIL dealer will be a preference.
Role and Key Responsibilities:
Coordinate with Client team and Advisors
Client/Customer/People Management
Handle Escalations
Real time support to frontline agents for any technical (automobile) issues
Connect with customers of luxury automobile brand to get information in order to diagnose the problem and provide technical explanation.




Get into daily/weekly/monthly connects or reviews with clients and internal stakeholders to share analysis, challenges, updates, etc.
Regular reporting to create visibility of the insights and challenges to stake holders
Create, Plan and design trainings for the frontline agents
Should confidently be able to provide the RCA for any escalations / case in detailed within the required TAT
Knowledge transfer to advisors for effective resolution of customer concerns
Maintain knowledge base and update on timely manner
Launch and conduct knowledge test to gauge knowledge retention
Key skills & knowledge:
The technical expert/SME must have profound expertise and understanding of four-wheeler systems.
Special focus on engines, transmissions, chassis, and electrical components of internal combustion engine (ICE) vehicles.
Familiarity with hybrid and electric vehicle technologies is crucial.
The candidate should be knowledgeable about the latest technologies and current car models.
Includes

📌 Sr. SME, Operations (Pune)
🏢 CNX
📍 Pune