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 with in 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 new 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 MIS 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 recent 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

o Any rejection should be brought to the notice to QA team within 24 hours and action to be initiated o Warranty analysis-CAPA on time- closure of field issues with actions o Reduction of field failures by 25% YoY.

o Reduction of Cost of Poor Quality month over month, Monitoring, Analysis & Controlling of Customer Debits o Customer Satisfaction and enhancement of customer satisfaction index.

o .Market intelligence on competition and competitor activity data submission to HO under command area of operation. Maintain ihe necessary record and submit reports as specified by the organization o 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 12 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