Deputy Customer Care Manager

Job Title: Field Service Engineer / Service Support ExecutiveLocation: [Insert Location] Department: After-Sales Service Experience: [Insert Experience Requirement, e.g., 2–5 Years] Industry: Automotive / Commercial Vehicles / Tractors / Two-Wheelers (customizable) Job Summary:We are looking for a skilled and proactive Field Service Engineer to manage technical support, warranty, and service processes across our dealer network. The role requires a strong understanding of vehicle systems, customer interaction, spare parts management, and dealership performance monitoring. The ideal candidate should be technically sound, organized, and capable of working closely with service managers and partners. Key Responsibilities:Technical Support & Warranty HandlingAnalyze and troubleshoot technical complaints of vehicles in the field. Rectify vehicle defects and overhaul aggregates when required. Manage and maintain internet-based warranty systems effectively. Provide timely feedback on product performance, including competitor insights. Dealer & Channel Partner ManagementEnsure the implementation of standard service processes at channel partner workshops. Train and support service managers at dealership and service centers. Guide channel partners in optimizing manpower, infrastructure, and equipment usage. Monitor and support profitability of dealer workshops. Spare Parts & Inventory ManagementEnsure execution of spare parts orders by all channel partners to maintain optimal stock levels. Work towards achieving spare parts sales targets, including development of a secondary sales network. Manage and monitor spare parts inventory efficiently. Customer Engagement & Field ActivitiesConduct monthly visits to Authorized Service Centers (ASC) with ASC coordinators to assess and improve performance. Plan and execute monthly service camps for enhanced customer outreach. Visit customers regularly and update service response data (M Response). Strategic & Special SupportDesign and execute special service support plans for strategic customers in coordination with channel partners. Participate in initiatives to expand the secondary channel for service and parts. Reporting & MISGenerate and maintain MIS reports on service performance, warranty, and customer visits. Monitor key service indicators and update management with actionable insights. Desired Candidate Profile:Diploma or Degree in Mechanical / Automobile Engineering 2–5 years of experience in field service, preferably in the automobile industry Strong diagnostic and problem-solving skills Knowledge of internet-based warranty systems and service MIS Excellent communication and interpersonal skills Willingness to travel extensively Benefits:Competitive salary + travel allowance Performance incentives Training and development opportunities Exposure to advanced vehicle technology and customer handling