Senior Manager/Manager - Regional Customer Support

Position: Sr. Manager / Manager - Regional Customer Support

Department: Customer Support

Reports to: Regional Head / Head - Product Support

Role Objective: To establish the region as a worid class customer support provider for the products of TIL business To hanc and strengthen customer relationship

Responsibilities:

- Implement aftermarket strategies to ensure sustainable business growth and customer satisfaction

- To capture the untapped aftermarket business opportunities for TIL products in the region

Customer Support:

- To develop quality customer support organisation to met the fulure demand, recruit and manage talent To ensure zero deviation in safety and compliance in daily business

- To achieve assigned KPls for aftermarket business

Regional Head / Head - Product Support:

- Strategizes customer support plan in coordination with the Regional Head to increase revenue through service and parts sales across markets

Financial:

- Formulates plan for ensuring proactive service across the region lo create delightul customers by meeting their requirements in time

- Plans training camps for Customers

- To strategize succession planning by developing and upgrading skills of subordinates

- To strive for better debtors control

- To achieve targeted customer support turnover through parts sales & service delivery

- Monitors and ensures positive working capital throughout the financial year

Operational:

- To ensure no bad debts throughout the financial year

- Adheres to the planned budget for ensuring cost minimization

- To book orders for material handling product (Crane, Reach stacker, Imported & MOCG products) parts and for service delivery

Job Description:

- To book orders for refurbishment of MHS products sold long ago and for new customers

- To ensure service delivery at post sales commissioning time for MHS products

- To also ensure customer service delivery through post commissioning customer training

- Ensures minimum rectfication time for machines under warranty or post warranty

- To visit customers ona regular basis to promote customer value oferings from the organization end and also to establish a good relationship with them

- To ensure timely collection of pending C-forms from the respective customers

- To regularly manages inventory of parts efficiently mainly for non-moving stock

- To improve business operations thrOugh ERP implementation based on the outcomes of internal auditor health check up of machines sold in the region

- To issue service report & machine health check card accurately to customers to meet customer satisfaction

- Reviews customer complaints, feedbacks, AMC visits, pending service request and service revenue status on a daily basis . To conduct service meeting with regional offices on a regular basis to keep abreast with information related to customer support activities

- To monitor overhauling work of manufactured MHS products in the regional workshops To ensure preparation of a list of critical service issues every month to handle and act Tilley to resolve the same

People Managemont:

- Ensures timely PMS completion adhering to the specific procedures

- Ensures succession planning for all critical positions Identifies the training needs for junior management/ front line executives and recommend trainings for their skill development

- Evaluates the benefits after trainings

- Manage role conflicts within the team

- Internal Interface: All internal departments

External Interface: Customers

Education: Full time B.E/B.Tech or Diploma in Engineering

Experience: 15+ years of experience in Material handing product service and parts business.

Functional Skills:

- Knowledge of Material Handling Products

- Knowiedge of CS Functions problem solving etenic planning " Technical & Analytical Skills

- Problem Solving Skills

Behavioural Skills:

- Communication skill

- Inter-personal skill

- Leadership Skill

- Execution Excellence

- Customer Focus