Job Description

Location: Mumbai
Experience: 4-6 years
Industry: Automotive
Working Days : 6 days

Key Responsibilities:

- Serve as the primary point of contact for dealers, assisting them with technical inquiries, concerns, and requests by 24/7.
- Providing guidance and support in diagnosing & resolving the product issues which dealer team raises through ticket or phone call promptly and effectively.
- Raising tickets on behalf of dealer in the unavoidable circumstances.
- In case the Hotline executive is unable to provide solution at first level, then the same must be escalated to team for necessary guidance and support.
- Any new issue reported should be documented as SOP for addressing similar issues in future.
- Handling first level of diagnostics tool related queries from dealers concerning Hardware / Configuration / License support.
- Providing guidance and support to dealers regarding current product information.
- Prepare regular reports on dealer queries with respect to the requirement.




- Develop Standard Operating Procedures (SOPs) for recurring or novel issues.
- Escalate complex issues to appropriate departments or management as needed.
- Track the issue with the dealer and ensue proper closure of the issue/ticket.
- Job card analysis w.r.t cost analysis and warranty decisions.
- Analyse data to identify areas for improvement and recommend actionable solutions.
- Management reporting: Daily, Weekly & Monthly.
- KPI Targets to be tracked as per the required format. Qualifications

Diploma or Engineering Graduates in Automobile/ Mechanical/ Mechatronics stream

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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