Customer Service Manager

RAYTEKK, Coimbatore

[ Hiring for Leading Construction Equipment Manufacturer ]

Key Responsibilities

1. Customer Service Management

• Manage end-to-end customer service activities across the assigned territory.
• Ensure timely response and closure of customer complaints and service requests.
• Monitor machine breakdowns and ensure quick deployment of service engineers/technicians.
• Maintain strong relationships with key customers and fleet owners.
• Conduct regular customer visits to understand concerns and improve satisfaction.
• Handle escalated customer complaints and ensure effective resolution.

2. Dealer & Service Network Management

• Manage and develop authorized dealers and service partners in the assigned region.
• Monitor dealer service performance, manpower, infrastructure and technical capability.
• Ensure dealers maintain adequate service facilities, tools and equipment.
• Conduct regular dealer reviews and service-performance meetings.
• Identify gaps in the service network and recommend corrective actions.
• Support recruitment, training and development of dealer service personnel.

3. Technical & Field Service

• Coordinate diagnosis and resolution of technical issues related to construction equipment.
• Support field teams in resolving complex mechanical, hydraulic, electrical and engine-related problems.
• Coordinate with Technical Support, Engineering, Quality, Manufacturing and R&D teams for recurring technical issues.
• Analyze machine failure trends and recommend corrective and preventive actions.
• Ensure proper implementation of service bulletins, technical updates and product improvements.

4. Warranty Management

• Monitor warranty claims and ensure timely processing and closure.
• Verify warranty-related failures and ensure compliance with company policies.
• Analyze warranty trends and identify recurring product issues.
• Coordinate with internal departments for warranty improvement and cost reduction.

5. Service Performance & MIS

• Track key service KPIs such as:

• Customer complaint closure time

• First-time fix rate

• Machine uptime

• Repeat complaints

• Warranty cost

• Service response time

• Dealer service performance

• Preventive maintenance compliance

• Prepare regular MIS and management reports.

• Use CRM/service-management systems to track and monitor complaints and closures.

• Drive continuous improvement in service response and customer satisfaction.

6. Spare Parts Coordination

• Coordinate with the spare-parts team to ensure availability of critical parts.
• Identify fast-moving and critical service parts based on field requirements.
• Work with dealers to improve spare-parts availability and inventory planning.
• Escalate critical parts shortages affecting machine uptime.

7. Team Leadership

• Lead, motivate and develop service engineers, field service personnel and technicians.
• Plan manpower deployment based on territory and customer requirements.
• Conduct technical and customer-service training programs.
• Establish clear performance targets and review team performance regularly.

8. Customer Satisfaction & Retention

• Develop initiatives to improve customer experience and machine uptime.
• Conduct customer feedback programs and service camps.
• Build long-term relationships with major customers and fleet operators.
• Convert customer feedback into actionable improvements for products and services.

Candidate Profile

Education:

• Diploma / B.E. / B.Tech in Mechanical, Automobile, Electrical or related engineering discipline.
• MBA/PG qualification in Service Management or Business Management will be an advantage.

Experience:

• 8 to 15 years of relevant experience in after-sales/service operations.
• Experience in construction equipment, earthmoving machinery, tractors, commercial vehicles, automobiles, agricultural equipment or heavy machinery is preferred.
• Candidates with strong experience managing dealer/service networks will be preferred.

Required Skills

• Strong knowledge of mechanical, hydraulic and electrical systems.
• Good understanding of construction/earthmoving equipment.
• Strong troubleshooting and problem-solving skills.
• Excellent customer-handling and communication skills.
• Dealer/service network management experience.
• Strong leadership and team-management capabilities.
• Good analytical and MIS/reporting skills.
• Working knowledge of CRM/service-management systems.
• Ability to work under pressure and manage breakdown/emergency situations.
• Strong negotiation and conflict-resolution skills.
• Willingness to travel extensively across the assigned territory.

Key Performance Indicators (KPIs)

The successful candidate will be evaluated on:

• Customer satisfaction / CSAT
• Complaint response and closure time
• Machine uptime
• First-time fix rate
• Repeat complaint reduction
• Warranty cost control
• Dealer service performance
• Service revenue
• Preventive maintenance coverage
• Spare-parts availability
• Service network capability
• Customer retention