Customer Care Manager

Job Title:Service Engineer – Field Operations (Automobile) Department:After-Sales / Customer Support Location:Field-based (Multiple Channel Partner Locations) Job Purpose:To ensure effective resolution of technical complaints, enhance service quality through channel partners, optimize spare parts operations, and support customer satisfaction initiatives through regular field interactions. Key Responsibilities:Technical Support & Issue Resolution: Analyze and resolve technical complaints in the field. Rectify defects in vehicles and overhaul major aggregates as needed. Warranty & Service Process Management: Maintain and operate internet-based warranty systems. Ensure implementation and adherence to standard service processes at all channel partner locations. Channel Partner Development: Guide partners on manpower planning, facility setup, and equipment usage optimization. Support secondary channel development for improved service and parts availability. Ensure the profitability and operational efficiency of partner workshops. Parts Management: Monitor spare parts ordering and inventory levels at channel partners. Develop and maintain secondary network for spare parts sales. Achieve spare parts sales targets through efficient execution. Customer Relationship Management: Work out special service support plans for strategic customers. Conduct monthly visits to customers and capture feedback in M-Response system. Organize monthly service camps to improve customer engagement and retention. Training & Team Coordination: Conduct regular training programs for service managers and dealer staff. Support ASC (Authorized Service Center) coordinators in monitoring and enhancing ASC performance through monthly visits. Data & Reporting: Maintain accurate service MIS and reporting systems. Monitor and manage service guarantees at dealerships. Market Feedback: Collect and report feedback on company and competitor products for continuous improvement. Qualifications:Education: Diploma / B.E. / B.Tech in Mechanical or Automobile Engineering Experience: 3–7 years in automobile field service, technical support, or dealership service operations Key Skills & Competencies:Strong technical diagnostic and repair skills Experience with warranty systems and service processes Knowledge of spare parts logistics and inventory management Team coordination and dealer network handling Excellent communication, training, and presentation skills Customer-centric mindset with proactive problem-solving ability Strong reporting and analytical skills (Excel/MIS tools)