Job Description

Role Purpose:1.) Job purpose: -Achieve, Monitor and control after sales service levels with the objective of increasing customer satisfaction and generate revenues in labour, parts & lubes with Case products within company strategy and guidelines and agreed financial targets.Major Responsibility:xc2xb7 Maintaining MTTR (Mean time to response & restore) as per company norms thru a robust process and deployment of strategies for continuous improvement.xc2xb7 Achieve Monthly & yearly targets of NPS (Net Promoter Score) , FRFT, Completion Rate as per company norms thru a robust process.xc2xb7 Ensure call ticket raise by dealer/ customer/ ASM for each job in correct service type & Details, follow up for call ticket operate by Dealer engineer properly, closure by dealer on time once Engineer submit reports in system.xc2xb7 Ensure dealer raise THD for all kind of failures on time, make sure THD closure by ASM, AMS team within 8 working hours.xc2xb7 Achieve monthly & yearly targets for labour revenues as an individual thru direct service support to customers.xc2xb7 Achieved monthly & yearly targets for lube sales & parts retails thru dealer.xc2xb7 Conduct monthly meetings with dealers for service improvements and record thru MOMxe2x80x99s.xc2xb7 Maintain and ensure that product problems are addressed within 24 hrs. and register them in our system.xc2xb7 Cover the assigned territory by meeting agreed no of customers and inspecting machines per month.xc2xb7 Collect customer testimonials (written and video) about good product performance and after sales support every month.xc2xb7 Organize and conduct service camps & operator meets as per agreed numbers in the dealer annual plan.xc2xb7 Conduct random check on warranty claims raised by dealer, once a quarter.xc2xb7 Training to dealer engineers on system process and operations, product update, knowledge articles, service bulletins, commercial policy, parts and service schemes.xc2xb7 Make sure dealers send back failed parts replaced under warranty to plant or advised locations by warranty department.xc2xb7 Help dealer coordinate with OEMxe2x80x99s for disputed cases and meet up OEMxe2x80x99s representative for quarterly meetings.xc2xb7 Responsible for fault finding, troubleshooting and maintenance of equipment as a first level intervention. Escalate to product specialist for complex matters.Minimum Qualification:Education/Qualifications: Diploma in engineering in mechanical/automobile or similarEssential experience and skills: Min 5 years of experience of providing service support to earthmoving equipments thru self & dealer. Ability to work hands on in field, ability to tour for min 20 days per month.Major Challenges:Handling customers, contractors, operators, dealer staff of various culturesOutdoor job for appx 20 days a month.To ensure satisfaction of demanding customers within given resources and financial limits.

CNH Industrial