Lead - Special Project & Customer Support

Strategic and planning
• Monitoring trend in customer complaints and providing solutions for long term. Incorporating the improvements in design/ Processes for enduring effect.
• Anticipating criticality in a project and proactively align stakeholders to minimise the effect.
Functional
Core
• Be a single point of contact for customer complaint.
• Drive weekly Customer complaint meetings with stakeholders.
• Publishing customer complaint dashboard on weekly basis.
• Co ordinating with AM team for field complaints.
• Providing online support to AM team for site issues.
• Be part of design team for analysing New & critical enquiries and providing solutions.
• Be a solution provider for technically stuck FP in assembly and testing along with design personnel.

Internal process
• Receipt of Customer complaint from Sales/ AM team / Customer.
• Receipt of Format material.
• Co ordinating with customer and AM team.
• Co ordinating with assembly, trial, design and other services to get the issue sorted out.
• Confirming to customer.
• Co ordinating with concerns for despatch.

• Reduction in Customer complaints
• TAT reduction for complaints