One of the leading tyre manufacturing company is looking out for Group Manager (Service,OE & IB)

Main Purpose of Job

Customer Satisfaction in OE Business

Main Responsibilities / Job Summary(Primary deliverables of role and its scope)

1. Single point contact for CS in OE & Institutional Business

2. Responsible for ensuring prompt redressal of line as well field complaints through OE CSE's and field team and closure as per SLAs

3. Align with HO/ Regional Service/ Quality teams of OE's to understand customer requirements

4. Feedback on Product performance & Service levels and highlight gaps for correction

5. Responsible for vendor quality rating at OEs and close coordination with ATL BQ

6. Conducting Satisfaction surveys of OE customers

7. Aligning with R&D/ Marketing / Production/ Quality/ SCM & CS teams

8. Market intelligence on New product development and coordination with R&D teams for tyre development and testing

9. Coordination with OEM Service for product complaints and disposal for export (APMEA)

10. Preparation of annual calendar in coordination with OE Service team for participation in OE Service camp across India.

11. Liaison with OE R&D team and ATL Advance Engineering teams on joint projects in the area of telematics

12. Lead role in JD power Close coordination with HO CS team on CVM

13. Suggest, recommend and participate in knowledge seminars and workshops

14. OEM franchisee training on ATL products and performance monitoring in field through OE product score card

15. RFQ tracking and milestone

KRA title / Descriptions

Improvement in Customer complaint resolution time by 20% by Mar'17

Improve Customer Satisfaction Index by 10% by Mar'17

Improvement in OE throughput

Team Capability development

Digitalization of Customer Service

Service Differentiation project

Market Intelligence

Skills & Knowledge Requirements(Abilities / Knowledge & Expertise in field)

B.Tech ( Mech / Auto) or B tech +MBA

10-15 years exp .Sound knowledge of

1. New Tyre defect analysis as well as field failures

2. Operating condition in various vehicle segments /geographies and applications

3. Good Communication and objection handling skills

4. Valid driving license for M/HCV & PV5. Market Intelligence, Surveys & trends in OE business

Preference will be given to automobile sector candidates(Passenger Cars)

Interested candidates can send their profile or call 9910408632

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