FAQs
What is the primary purpose of the Senior Manager - Zonal Technical Support role?
The primary purpose of this role is to resolve critical product issues, develop diagnostic capability, provide product feedback to the plant, and improve product quality within organizational policies and practices.
What educational background is required for this position?
A Bachelor of Engineering (B.E) in Automobile Engineering is required for this position.
How many years of experience are necessary for this role?
A total of 4 to 5 years of relevant work experience in the automobile industry is necessary for this role.
What types of technical skills are important for the Senior Manager position?
Important technical skills include product knowledge, diagnostic skills, system knowledge (CRM-DMS and Analytics), and general analytical skills.
What kind of training and development responsibilities does this role entail?
This role involves conducting special training sessions, developing and training the technical skill set of Dealer Engineering Technicians (DETs), and auditing CPs' technical preparedness.
Who are the internal stakeholders this role will interact with?
Internal stakeholders include Spare Parts, Field Service, Product Support, Warranty, NPI, ATC, and Training Centres.
Will this role involve interaction with customers?
Yes, this role includes interaction with customers to understand and resolve critical complaints regarding their vehicles.
How does this role contribute to product quality improvement?
This role contributes to product quality improvement by tracking, analyzing, and sharing product failures and performance feedback, as well as monitoring updates when new modifications are launched.
Is experience with automotive diagnostic tools necessary for this position?
Yes, experience with diagnostic tools and the ability to audit their availability and usage is necessary for this position.
What are the expectations for conducting technical report submissions?
The Senior Manager is expected to provide detailed technical reports in cases of resolution or non-resolution of complaints to the product support team, plant, and ERC to ensure timely complaint resolution.
Will the Senior Manager be involved in escalation procedures?
Yes, the Senior Manager will be responsible for escalating unresolved issues related to technical complaints.
What types of external stakeholders will the Senior Manager interact with?
External stakeholders include channel partners, vendors and suppliers, and customers.