Product Specialist - Lucknow, India - Royal Enfield

Description

Position title

Product Specialist - Assistant Manager

Reports to

Team Manager

Job grade

Assistant Manager

Location

Agra, Lucknow

Job Purpose

The Product Specialist are responsible for handling Technical Complaints of the product received via support team, Social Media, escalations. They will address and resolve the issue addressed by customers.

Key Responsibilities

• Acknowledges customer complaints within 2 hours of complaint receipt
• Understands from customer and handhold them by providing confidence and coordinating with dealer team for necessary support and closure
• Provide quick resolution of critical issues through hotline call / VDO / training with technical assistance team
• Weekly meeting with regional team for reduction of complaint
• Updating root cause analysis for each complaints
• Analyze the customer complaints generated through different modes and take it up with respective teams. Non-Product issues like Operational Issue to be addressed with field team and product issues with technical support team for corrective actions from plant team.
• Compliant trend monitoring and proactive decision making for service campaign/service updates to field employees.
• Closure of complaints with customer satisfaction note from customer to be ensured.

Education

• Bachelor's in Mechanical or Automobile Engineering

Experience

• 3 to 4 years in aftersales (Automotive Industry) function as an area service manager. He should have good technical skills and exposure to handling customer complaints.
• Hands-on field experience would be preferable
• Good customer handling skills and excel skills