Engineer-Customer Service

Job Profile

Job Title : Engineer

Division/ Department : Customer Service

Reporting Supervisor : Chief Manager – Service (Domestic & Marine)

Job Titles of Direct Reports : No Direct Reports (Co-work with TI Sales & Commercial Officer at Area Office) 

Minimum Qualifications : Diploma/ BE/B-Tech

Preferred/Desired qualification : Mechanical / Automobile Engineering

Specific experience : Min. 2 years of handling after Sales activities or similar profile Automobile / DG Sets / Agri Equipment industry (Engine based products)

Overall experience : For B. Tech- 2-4 years, For Diploma 4-6 Years 

Job Purpose

To achieve high level of Customer Satisfaction in the assigned territory, enhance Service reach & nature the Business partners in day to-day activities; promise sale of Genuine Spare Parts & Engine Oil, motivate Business Partners to Promote Door-Step Service, conduct Service Campaigns (Camp/customer Meet). Resolve customer grievances (Web mail complaints or request; Call Center Tickets, Legal Notices/ Consumer Forum Cases) by providing support to Business Partners.

Key Responsibilities

I. Functional:-

• Ensuring adequate Dealers for market coverage & managing Dealer Network (Support Sales Team).

• Dealer Development Activities: Evaluation/Gap Analysis/Upgradation w.r.t. Units in Operation (UIO) To ensure that proper Infrastructure /machines /Tools/Equipment’s, Manpower, training & guidance are available at the dealer network.

• Appointing Service Point (HASP / RSP) in unrepresented markets as per guidelines

• Motivate Business Partners to promote Door-Step Service, conduct Service Campaigns (Camp / Customer Meet), enroll Customers for Annual Maintenance Contract for enhancing Service Revenue.

• Dealer’s Mechanics skill assessment, training & upgradation activity 

• Development of Rural Technicians (Local Garage owners: 2/3-Wheeler Mechanics) in villages

• Development of Retailers with service (3S).

• Visiting the marketplaces & meeting the associates (HIPP & its competitors)

• MIS generation. 

• To meet Targets for spare parts business and Engine Oil business.

• Settling of warranty claims (Data entry in ERP / OneDrive). 

• Field visit for technical support 

• Resolve customer grievances (Web mail complaints or requests; Call Centre Tickets, Legal Notices / Consumer Forum Cases) and maintain proper records with evidence.

• Assist Sales team for institutional sales (Technical aspects)

II. Financial:- 

• Make Annual Plan for Travel Budget, Activity Budget and ensure adhering to the Approved Budget 

• Follow Opex & Capex Guidelines for procurement of items for Service Activities.

• Submit Dealer Claims for Warranty and Coupon Reimbursement as per guidelines. 

• Submit Claims related to Service Promotional Activities as per guidelines. 

III. Customer:-

• Co-ordinate with End Users / Customers to gather D-CSI and other product feedback.

• Co-ordinate with Bulk Buyers for Technical Guidance, Periodic Maintenance through HIPP Dealers

• Co-ordinate with HIPP Business Partners for smooth operations of After Sales Support to End Customers, including Tech-Line support.

• Co-ordinate with Honda Motor India (Parts Centre) for Spare Parts inventory management.

• Co-ordinate with HIPP QA for product feedback & countermeasure. 

• Co-ordinate with Honda Genuine Oil suppliers for maintaining inventory at various Warehouse and/or Channel Partners and processing Dealer Orders.

• Co-ordinate with Honda Authorized suppliers (Tools & Equipment suppliers, AMF Panel / Auto CoS suppliers) for product feedback, and processing Dealer Orders. 

• Co-ordinate with secondary channel partners (Rural Mechanics & Retailers) for Technical Support & guidance, resolve issues with sponsor (Primary Channel Partners viz. Dealer/Distributor/HASP).