Jr. Shop Manager - 1, Service

Job Summary

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 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 ihe 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