Job Purpose: 

The job aims to provide the highest level of customer service to its customers, ensure customer delight and developing long lasting and deep customer relationships.

Principal Accountabilities:

· Field Performance Reporting:

• Act as the single point of receipt for all field performance and failure reports (using 8D and other formats).
• Compile weekly reports on performance and failures by model, subassembly, and other criteria, analyzing trends to classify issues (e.g., severe, safety-critical, off-road).
• Share these reports during plant quality, service, and design review meetings to arrive at actionable solutions.

· Reliability and Durability Monitoring:

• Monitor product reliability and durability, calculating B10 life for feedback to design and quality teams for product improvements.
• Conduct monthly finished goods (PDI) audits along with field service, focusing on identifying and rectifying zero-stage defects.

· Service Campaigns and Predictive Maintenance:

• Organize field campaigns for safety-critical issues, breakdown prevention, or performance enhancements.
• Use failure data to predict early warnings of batch failures and implement corrective measures in time.

· SOP Development and Repair Operation Time (ROT):

• Develop Standard Operating Procedures (SOPs) for repair and servicing, focusing on simplifying data digitization, claims, and data analytics.
• Establish ROT for field repairs to ensure uniform warranty labor claims and efficient billing. Implement SOPs and ROT for new product introductions.

 Standardization of Warranty Claims:

• Develop and implement a standardized warranty claim form, capturing key details such as model, serial number (SF), registration number, body type, mileage, sale date, OE make, and customer details.
• Capture whether failures are related to in-house components or ancillary (vendor) components.
• Include details on parts replaced, labor hours, and any special warranty terms (e.g., extended warranty, goodwill claims).
• Ensure the system automatically captures and shares special conditions agreed upon by the sales department.

Warranty Definitions and Settlements:

• Define warranties for refurbishing jobs, rework, extended warranties, and ancillary warranties (e.g., supplier terms for tires, batteries).
• Liaise with the sales department for goodwill settlements, ensuring costs are transferred to sales.
• Coordinate counter-claims for ancillary components/subassemblies with suppliers and sourcing departments.
• Ensure failed items are scrapped or returned to suppliers for counter-claim processing.

Monitoring and Analysis:

• Track warranty repair turnaround time (TAT) and conduct weekly delay analyses.
• Perform monthly analyses of warranty costs by product, supplier, region, and share with stakeholders.
• Develop a tracker for approvals and delays, with escalation mechanisms to maintain discipline and adherence to TAT.

Field Service Coordination:

• Conduct field warranty audits to ensure correct claims and labor cost submissions.
• Organize campaigns in the field for safety-critical issues or performance enhancements.
• Maintain swing units for key customers to ensure uptime and proper accountability.

 Parts Catalogue Development:

• Collaborate with the design and manufacturing teams to develop detailed parts catalogs for each model and body type.
• Work with sourcing and stores to create a parts price catalog for customer use and field reference.

· Sales and Technical Documentation:

• Develop "Sales Aid" leaflets highlighting the USPs of products for consistent communication to field teams and customers.
• Participate in design reviews for new products to provide a field perspective and ensure service accessibility.
• Conduct service accessibility audits for new product launches, ensuring ease of servicing and proper field release protocols.

· Training and Knowledge Sharing:

• Organize periodic training sessions or exhibitions of failed components for technicians and quality personnel to understand failure trends and cost implications.
• Conduct competition and comparative trials, providing insights on competitor performance to design teams for continuous product improvement.

 Knowledge & Skills needed to deliver on the accountabilities: (these may be acquired by formal education and /or on the job experience. Please be specific. Skills could be functional / technical / behavioral)

·        Good In communication.

·        Good in customer relationship management

·        Product knowledge

·        Process Knowledge

Formal Education Requirements, as applicable:

 BE/Diploma-Mechanical /Automobile

Years of relevant Experience needed: 6 + Years

Interested candidates can apply by sharing updated CV to hr@satrac.com