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Vrinda Global
Service Engineer/Sr. Service Engineer
Vrinda Global · posted 6 months ago
Bhavnagar, Vapi
About the role
Job Title: Service Engineer
Key Responsibilities
- Ensuring customer complaints, Dealer Network Management, Conducting Training Programs, Objection Handling, Ensuring Customer Satisfaction, Controlling Warranty
- Ensure that Franchisees, RP, and Power Care centers have necessary infrastructure and resources as per guidelines and QMS Standards
- Train service providers on application, installation, testing, customer service, documentation, and software
- Implement Digital Initiatives at service providers and provide feedback for improvements
- Make sure all service calls are registered daily by the service providers
- Regularly track service calls, and promptly address and close escalated and grievance calls from customers
- Ensure services are delivered within the defined TAT, with zero data entry errors in the Service Applications
- Visit service providers as per the planned route
- Ensure timely warranty adjudication, refresh charging, FIFO implementation, and on-time processing of service compensation
- Ensure accuracy in data and quality in testing
- Provide regular feedback on product performance for own products and competitors
- Identify TDA Batteries, mark them as per TDA guidelines, and send to DC with relevant information
- Gather customer satisfaction feedback and identify areas for service improvement
- Ensure conducting Service campaigns and BTL activities as planned
- Adhere to warranty replenishment timelines to Service providers within agreed TAT
Unique Accountabilities
- Customer Satisfaction Index
- Customer Relationship Management
- Warranty Analysis
- Dealer Network Management
Preferred Candidate Profile
Age Criteria
- Minimum Age: 22 Years
- Maximum Age: 31 Years
Qualification Required
- Minimum Qualification: BE/B.Tech
- Desirable Qualification: Specialization in Automobile/Mechanical/Electrical
Experience Required
- Minimum Experience: 2 Years
- Desirable Experience: 3 to 8 Years
Type of Experience
- Experience in handling Franchisee/Dealer networks of product-based organizations, especially in servicing domain
Competencies Required
- Customer Relationship Management
- Negotiation Skills
- Communication Skills (Local language skills)
- Presentation Skills
Skills
Technical/Functional
- Quality Assurance/Quality Control
- Warranty Analysis
- Failure Mode Effect Analysis
Soft Skills
- Communication Skills
- Presentation Skills
Knowledge
- Knowledge on various service-related activities in automotive industry
Attitude
- Go-getter attitude
- Ability to maintain rapport with customers on a long-term basis