National Technical Service Manager

Job description (at least 5 main tasks) - 

- Analyze warranty claims and authorizations to develop trends such as dealer activity, reasons for authorizations, goodwill spending, etc.

- Support on technical guidance to the field.

- Data analysis, data management for field operations KPI.

- Administer coordination & tracking of all service operations. Continuously look for daily process improvements.

- Responsible for technical training programs for engineer & technical specialist and customers to assure they fully understand our systems, policies, and procedures for warranty.

- Spare Part Management - Responsible for managing inventory based on demand and cost targets. Maintaining stock at a level that enables internal servicing and repair departments to complete their work without delay.

- Managing defective parts and aligning

Key Deliverables - 

- Technical Call Management

a. Call Closure

b. Installation guidance closure KPI

KPI Management :

a. Response Time /Resolution Time

b. Daily Pendency

c. Cancellation calls /Remainder Calls

d. Spare parts calls

e. Customer Escalation

f. Feedback (Happy Calling)

- Responsible for network expansion plan based on Customer requirement.

- Coordinating with Marketing & factory to ensure Service readiness for Process & NPI (New Product Introduction)

- Provide feedback to plant on product quality and ensuring necessary corrective actions are implemented as and when required

- Ensuring that Escalations and End Customer issues are sorted out in a timely manner & Implementation of corrective actions for resolving the customer escalations

- Cost control as per desired norms.

- Spare forecasting and ensuring part availability as per business need /trend.

- Controlling excess and damaged inventory.

- Technical support - Technical resolution support to field operation /technical specialist, product testing, support to marketing for new product development

- Product certification and conducting test.

- Delivering technical support to KAM, Architects, and developers

Requested knowledge and educational background:

UG: B-Tech - Any Specialization

PG: Any Post graduate - Any Specialization Professional capability (areas and years of experience):

- Technical Acumen & hands-on experience on products.

- Should able to handle new product development from a technical perspective.

- Experience in staff management and performance management.

- Have at least 10-12 years of experience in handling customer service systems & process.

- Have managed several projects/responsibilities within stringent deadlines.

- Multitasking & Analytical skills.

- Possess excellent interpersonal skills.

- Strong planning and organizational skills.

- Must have a thorough understanding of CRM/SAP functionality.