Field Tech Manager- Kolkata

Key Responsibilities :

After Sales Service (OE+Rep), Product Development & OEM Approvals:

• Enhance safety in field activity. Zero injury in the field
• Enhance customer satisfaction as per Organization vision & Mission.
• Manage customer issues and ensure effective and long-term problem resolution; analyze and handle complex problems and resolve escalated customer service situations.
• Need to manage PAN India after sales service team supported by Tech managers & need to provide training, motivation & provide solution for critical complaints.
• Dealer & Customer satisfaction by providing right product to right customer logic.
• Training program & planning for Dealers & big fleets
• Campaign for Dealers & Big fleets to build Brand & establish Product performance.
• Raise early warning information, in case any product issue in the market & work & coordinate until product improved.
• Critical Claim handling & Coordination
• Market QA / EWI, Survey
• Campaign & training to improve product performance & maintain good relations with OEMs.
• On-time completion of tyre development test
• OEM approvals
• New product development to sustain Commercial business .
• New product approval in OEM & after service to sustain OEM business.
• market intelligence.
• Competitive bench marking
• Prepare & conduct Survey to understand market Product performance
• Develop and maintain the relationship with OEM to develop various products through a collaborative approach.
• Existing product (Post OE Approval) performance monitoring.
• Field test for new OE approach & new tyre development
• New Tyre Technology validation
• Monthly submission for tyre development test & achieve target completion timing.
• Technical data submission (DVP) for approval to OE without delay (100% vs plan)
• Respond to the critical quality issue immediately.
• Ensure Zero ppm level for all OE supply.
• Provide periodical reporting to OE (Quarterly)
• No escalation for pending issues in OEM/Rep.
• Respond to OE/OE dealer complaint without delay (within 24 hours)
• Performance monitoring
• Testimonials from OE fleets, +VOV generation
• Tool box input
• OE/OE Dealer support activity (eg. Training, campaign)