Found Description
Key Responsibilities
Responsibilities
Service Operations & Execution
- Manage day-to-day customer service and technical service operations across assigned region
- Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.
- Drive consistency in service processes, escalation handling, and reporting.
Customer Experience & Escalation
- Act as the first senior escalation point for complex customer and technical service issues.
- Build and maintain relationships with key customers, dealers, and channel partners.
- Advise key customers, dealers and channel partners on spare parts suitability, availability and delivery schedules.
- Drive resolution of chronic issues through RCA, PIR, and corrective action plans.
Dealer & Service Partner Management
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