Product Support and Service Preparedness

 Render technical support to Field Service Engineer and Field Managers. Communicate product feedback from field operations to Plant teams to facilitate various changes in products.  Conduct the Field trail & provide the Inputs to the Plant for the Product improvement. Monitor the product performance, highlight the field failures to plant for the launch of retro to reduce the field failures. Accountability of retro ordering & execution.  Accountable for extending support for field problems, identification and resolution of problems, and warranty claim & settlement. Map need of training programmes to enhance operational efficiencies of workforce, focusing on technical & customer care aspect.

Customer Care:  Establishing the work plan-handling customer complaints-establishing service priorities-ensuring prompt service-diagnostic service & diagnosis in routine servicing. Regular visits to customers on the feedback on products/ services and resolution of issues. Conducting post service feedback calls from customers & the same corrective measures taken against the dealer’s manpower behavior's skills, availability of spares, complaint resolving techniques, knowledge & deliveries of vehicles on time.Technical Support:  Render technical support to dealers. Conduct the Product trails & provide the Inputs to the Plant for the Product improvement. Accountable for extending support for field problems, identification and resolution of problems, and warranty claim & settlement.Service Operations: Organize B2B service camps, Seasonal Camps & Customer Meet in various locations.  Optimization of workshop operations to improve the business three-fold. Conducting field activities likes campaigns, on job training, driver trainings, Local mechanic training & customer’s technical training on various applications which generates good service & spares revenue. Conducting field surveys, like customer meet, product feedback, Suggestion from customer end for satisfaction. Responsible for dealers Audit/Review on infrastructure, skilled manpower, tools & improvements on gap areas. Effective implementation of Customer Satisfaction Index points at all dealerships. Ensuring trained manpower availability at all dealers as per standard requirement.  Auditing of workshop on basis of WAR report generation & implement strategy to optimise the score.  Conducting Safety Audits in all workshops & train on safety precaution in workshops. Adhere to service procedures and warranty norms with focus on optimizing's operational effectiveness of equipment and reducing breakdowns / downtime to minimum.

Customer Support Engineer Handle complaints relating to all aftermarket activities. Handle overall operations at the Mining Sites and workshop. Tracking customer complaints and highlighting to different levels in the organization and follow-up for quality solution. Process owner for Vehicle Introduction Program (VIP), Key Accountability Management (KAM) & Volvo Operational Advisory Program (VOAP) to enhance the customer satisfactions. Finalise annual maintenance contracts with the clients and making regular visits at their end for handling their grievances. Monitor post service activities like follow up with customers, service reminders & handling customer grievances for superior customer service. Conducting a Customer care specialist contest & announce the Winner once in every month. Accountable for customer satisfaction and employee satisfaction. Regular visits to customers on the feedback on products/ services and resolution of issues. Incharge of Mining site support – Sites supported through Technical Support to technicians, handling 40 technicians and 5 team leader & 3 Area in charges. Responsible for the Technical Related Support. Designed service reminder and feedback systems at the dealer. Responsible for warranty audits and claims. Follow-up on service campaigns. Conducting trainings for drivers and mechanical in-charges.

Service Engineer

Graduate Engineer Trainee-Undergone Hands on training on All aggregate of MHCV vehicles