Service

About Godrej Material Handling Business:

As India's largest manufacturer of forklift trucks, Godrej Material Handling offers an extensive range of forklifts, which include electric, LPG, and diesel counterbalanced forklifts up to 25 tonne capacity, warehouse trucks, and specialised trucks for specific applications. The business also designs and manufactures accessories to address a wide range of handling applications besides offering accessories made by specialists.

The business offers lease, hire-purchase, and sale of pre-owned equipment as well as service maintenance programs through a network of 16 branches and over 45 dealers across India. The business exports to over 40 countries across Asia, the Middle East, Africa, Latin America and Europe and holds ISO 9001-2008, ISO 14001-2004 and OHSAS 18001-2007 quality assurance certificates awarded by TUV Nord.

With the help of international partners, like Crown, Komatsu, Hubtex, Tennant, Merlo, Iteco and Harlan, Godrej Material Handling offers a one-stop solution for its customers.

Key Result Areas:

- Revenue Generation of Service Business

- Customer Satisfaction

- Warranty Disbursement

- Training customers- operators & Dealer technicians

- Organizational Imperatives

Job Profile:

The incumbent will report to Service Head of the branch location and will be responsible for the following:

1. Generation of Service Business

- Attending technical jobs like repairs, refurbishing, etc., at customer sites.

- Working as per GMC / PMC / CMC contract schedules.

- Supporting service business by generating sales of genuine spare parts.

- Salvage spare parts and understand recurring product issues.

- Recommending new products of the division to customers.

- Replacing of spares at customer site and return of warranty items to HO for documentation.

2. Enhancing Customer Satisfaction

- Ensuring fast response and quick service (minimum lead time).

- Building long-term relationships through reliable service.

- Providing remote technical assistance to dealer technicians as needed.

- Troubleshooting and repairing of Material Handling equipment.

- Installation of equipment at customer sites.

3. Reduction of Warranty Cost

- Identifying and understanding recurring problems in products.

- Salvage and reuse spare parts where applicable.

- Ensuring proper accounting and documentation of warranty items returned to HO.

- Promoting use of genuine spares to reduce failure rates.

4. Training Customers- Operators & Dealer Technicians

- Training customer operators on upkeep, maintenance, and safety of equipment.

- Educating customers on new products and their benefits.

- Providing remote technical guidance to dealer technicians. 5.Organizational Imperatives

- Actively participating and originating Kaizens

- Actively involving in Business Excellence initiatives

- Adhering to Compliance and Safe Working Environment

Note: The incumbent must be willing to travel extensively as per job requirements and should hold a valid two-wheeler driving license.