Deputy Manager - Customer Care - Kolkata

Role & responsibilities

Job Purpose

• To provide technical support and customer service for underground cable installations, attend customer complaints, conduct site visits, identify cable-related issues, and coordinate with internal departments to ensure effective and timely resolution of customer concerns.

Requirements, Skills & Competencies

• Diploma / Degree in electrical Engineering
• 5-8 years experience in electrical industry.
• Knowledge of underground power cable construction and applications.
• Understanding of cable laying, jointing, termination, and installation practices.
• Basic knowledge of cable electrical testing and commissioning.
• Ability to inspect site conditions and identify potential installation issues.
• Knowledge of applicable IS, IEC, and other relevant cable standards.
• Understanding of electrical systems and basic fault investigation techniques.
• Good analytical, communication, and problem-solving skills.

Site Visits and Customer Support

• Visit customer sites in the assigned geographical area for technical support and complaint resolution.
• Inspect underground cable installations and assess site conditions.
• Interact with customers, contractors, consultants, and electrical maintenance teams.
• Investigate cable-related failures and identify possible root causes.
• Prepare site visit reports with observations, findings, and recommendations.
• Ensure timely closure of customer complaints.

Complaint Handling and Root Cause Analysis

• investigate, and follow up on customer complaints.
• Coordinate with Quality, Production, Testing, and Engineering departments for technical investigations.
• Conduct preliminary failure analysis and collect relevant site data.
• Maintain records of customer complaints, site visits, and corrective actions.
• Guide customers on cable pulling tension, bending radius, cable spacing, route planning, earthing, and bonding requirements.
• Support site teams in investigating installation-related defects and failures.