Lead - Special Project & Customer Support

Strategic and planning
- Monitoring trend in customer complaints and providing solutions for long term. Incorporating the improvements in design/ Processes for enduring effect.
- Anticipating criticality in a project and proactively align stakeholders to minimise the effect.
Functional
Core
- Be a single point of contact for customer complaint.
- Drive weekly Customer complaint meetings with stakeholders.
- Publishing customer complaint dashboard on weekly basis.
- Co ordinating with AM team for field complaints.
- Providing online support to AM team for site issues.
- Be part of design team for analysing New & critical enquiries and providing solutions.
- Be a solution provider for technically stuck FP in assembly and testing along with design personnel.

Internal process
- Receipt of Customer complaint from Sales/ AM team / Customer.
- Receipt of Format material.
- Co ordinating with customer and AM team.
- Co ordinating with assembly, trial, design and other services to get the issue sorted out.
- Confirming to customer.
- Co ordinating with concerns for despatch.