Overview:

Responsible for all field service activities across the North-East territory states, covering customer support, complaint resolution, warranty handling, failure analysis, technical training and technical feedback for continuous product improvement.

Core Responsibilities:

• Providing after sales service and technical support to all customers, customer channels under command area.

• Registering/Recording each customer complaints and ensure responses within TAT levels under Command Area. This is part of attending zero-kilometer complaints, field complaints, Zero Km/Field Failure Analysis, Monitoring

• Trends/Trackers in terms of plant concerns/PPM, Field failures, rejection trend, initiating & Closures of CAPA/8D reports within targeted dates for various complaints/concerns in coordination with plant.

• Alerting plant on specific high alarming complaints of Zero kilometers to initiate corrective actions.

• Follow-up with HO for service-related issues and its compliance.

• Monitoring and improve service performance levels under command area.

• Product Performance feed back to the Management on current products.

• Problem solving ability by strong system process orientation.

• Product training to all customers and their channels.

• Ensure Participation in various service campaigns & Service Melas organized by various OEMs under command

- area. Maintaining Weekly & Monthly on various customer issues under command area.

• Proper diagnosis & trouble shooting for root cause analysis of various product concerns with Why - Why technique for

- resolution

• Submit proper failure analysis reports supported with all necessary enclosures of formats, photographs.

• Should have hands on experience on product to ensure resolutions to various customer concerns.





• Warranty management by attending all warranty complaints & failures reported under command area.

• Submitting Warranty Analysis with justifications regarding acceptance and rejections on various warranty complaints

- of

• customers to ensure replacement by coordinating with warranty cell in plant.

• Attending Joint investigations along with Customers on specific warranty failures for amicable justifications.

• Monitoring Warranty data of various products for warranty cost, Incidence and analysis under command area and submission to HO.

• Submission of Weekly Monthly MIS reports on Warranty Failures to HO Service support for Axles/ Brakes/Suspension

• business for CVA, Off-Highway & Military, by attending zero-kilometer complaints & filed complaints

Quality:

• Responsible to Administer and implement OHSAS / EMS / IATF / 5S in your work area. / Dept

• Working closely with QA team to reduction of Zero Km/Field complaints to achieve targeted PPM

Cost

• Responsible for cost control / reduction of cost with respective to your areas/Mission 25/28 or any new project introduced by management

Delivery:

• Co-ordination with cross functional team on day-to-day execution of planned work

Safety:

• Responsible to integrate safety principles into work practices by enforcing safe operating system and

- ensure safety of people and machineries

• Responsible for achieving Zero accidents in the department

• Responsible for the safekeeping of computer hardware’s and software and company documents /

- drawings

Morale:





• Maintaining of plant discipline and initiating for disciplinary action

• Responsible to implement policy / procedures of the company and ensure adherence by subordinates

Additional Responsibilities:

At Customer Plant

• Any rejection should be brought to the notice to QA team within 24 hours and action to be initiated

• Warranty analysis-CAPA on time- closure of field issues with actions

- Reduction of field failures by 25% YoY.

• Reduction of Cost of Poor-Quality month over month, Monitoring, Analysis & Controlling of Customer Debits

• Customer Satisfaction and enhancement of customer satisfaction index.

• Market intelligence on competition and competitor activity data submission to HO under command area of operation. Maintain the necessary record and submit reports as specified by the organization

• Ensure warranty debit reasoning, justification & reconciliation with OEM's

- Warranty parts settlement, Managing warranty failure trends & analysis.

• Ensure customer relationship & customer satisfaction.

- Product training to OEM's
- Warranty parts settlement to Customers.

• Managing warranty failure trends & analysis

Core Competencies:

Performance Culture

• Customer & quality focus

- Continuous improvement mindset
- Accountability & proactive actions

Leading People Culture

• Team development & mentoring

- Recognition & ethical leadership
- Collaboration and capability building

Qualifications & Experience

Diploma in Mechanical or Automobile Engineering with 3 to 7 years' Experience (field service, technical support, warranty, failure analysis)

Technical Skills

· Vehicle level knowledge

· Product knowledge of axles, brakes, and suspensions

· RCA, 8D, CAPA,

· Warranty management systems

· MIS reporting and trend tracking

📌 Jr. Shop Manager - 1, Service (Mysuru)
🏢 Automotive Axles
📍 Mysuru