Position Title: Regional Technical Support Manager
Experience Required : 8- 10 Years.
Location: Delhi
 

The Opportunity

Key Performance Indicators

• Achievement of business targets (customer satisfaction-Net Promoter Score -NPS, Red Flag, RFT, Technical Case Closure, campaign completion)
• Compliance with CLIENT Workshop standards and processes (e.g. DSAT results, Field Service Actions)
• Meeting with Customers on Case-to-case basis for supporting technical resolution
• Retailer technical assessments

Key Accountabilities and Responsibilities

• To develop technical process at Retailers in line with CLIENT Standards.
• Monitor Retailer performance (e.g.- Repair standard, Red Flag, Right First Time, Quality Check, Campaigns,)
• Ensure availability of CLIENT recommended tools and equipment’s
• Review of key processes at Retailers (e.g. diagnostic processes, job cards, quality checks, concern reporting)
• Resolution of escalated customer cases.
• Ensure trained manpower at Retailers in Coordination with technical training team
• Coaches and supports Retailers Technicians and Service advisors in all aspects of vehicle of primary and secondary diagnostics.
• To implement new initiatives rollout by NSC/Global Team
• Identify key market issues and input back into the Business to Improve Product Quality & Market Reliability.

Key Interactions

• Local Technical support team, After sales
• Customer Relation Team, Aftersales
• Regional Customer care team, Aftersales
• Training Team, Network
• Regional Aftersales Parts Manager, Aftersales

Knowledge, Skills and Experience

Essential Hard Skills:

• Experience of 3 Years in relevant role
• Experience in end-to-end of 8 to 10 years
• Knowledge of “Technical Diagnosis on vehicle systems”, Diagnostic & measuring equipment’s, certified diagnostic expert

Soft Skills:

• Ability to work independently and proactively
• Good communication and presentation skills.
• Contributes positively as a team player and supports the peers.
• Adapts and communicates across other aligned departments and colleagues.
• Problem solving skills
• Strong interpersonal/communication skills, including ability to manage/lead/support Retailer teams, develop relationships and communicate effectively at all levels.
• Good influencing skills

Personal Profile Essential:

• An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.
• Someone who understands what our customers love; they are passionate for delivering solutions
• Someone with integrity & empathy who holds the customer experience above all else, even when it is challenged.
• Someone who embraces a growth mindset; resilient and enthusiastic who responds constructively to new ideas and inputs.
• An individual, who works independently, is results driven, demonstrating tenacity, drive and perseverance with the ability to deliver operational plans in a complex, highly demanding environment.
• A resilient and enthusiastic who responds constructively to new ideas and inputs.
• A good communicator with the ability to communicate complex ideas.
• A effective team player, actively develops and supports team members

Desirable:

• Being creative and have problem solving attitude.
• Be ready to accept challenges beyond responsibilities.
• Can take self-initiatives.