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Head - Customer Service & Field Engineering

Location: 

New Delhi, DL, IN

Company:  Goodyear

Start something great today. Go Goodyear

   

Position - Head - Customer Service & Field Engineering

Location - New Delhi

Position Description: Reporting directly to the Managing Director and dotted line to the Consumer and Farm PBUs Business Heads, this position has overall responsibility for developing Goodyear India Customer service strategy and ensuring its proper and consistent execution. The scope of responsibilities covers both the domestic business and the third-party export business.

 

Principal

Responsibilities: Lead CS function and make It Industry best In our category. This will be achieved by benchmarking practices with leading Consumer durable / Auto companies and using technology tools like mobile app to ensure seamless resolution of Issues and thus maximize the customer satisfaction.  Enhance team performance and productivity by strategic management of resources and process improvements.

 

Customer Service operations: Leading the delivery of customer service to Goodyear customers across regions through the Regional Customer service team.

 

Field Engineering:

  • Technical Adjustment for all products and adherence to AOP.
  • Ensure Focus test are done as per requirement of Q Tech / Marketing
  • Improvements for minimizing adjustment losses & complaints exhibiting continuous improvements.
  • Devise strategy around technical training on tyre inspections.

 

Call Centre Management: 

  • Registration, allocation & tracking system for customers / Dealers / OE’s.
  • Create capability to converse in regional languages.
  • Leverage call-centre for market insight through periodic dealer surveys etc.

                   

Dealer Satisfaction Achievement:

  • Drive overall customer satisfaction metrics as measured by annual third-party survey.
  • Develop and implement clear set of KPIs that take Goodyear to the path of being the unquestioned leader in aftersales service for both PBUs.
  • To achieve > 80% Dealer Satisfaction ratio through relevant and effective measures.

 

Complaint Resolution Management:

  • Achieve best-in-class time and service standards for complaint resolution, average call response, average inspection response time.
  • Resolution of complaints, within agreed Average response time & calls inspection

 

Providing Technical support for PBU Sales/Marketing teams.

 

People: Develop a high-performance culture within the Customer Service & Field Engineering organization to ensure clear career path for High Potentials and Succession Planning for all direct reports.

 

Personal

Attributes :        Inspirational leader driven by passion to excel, offering top notch abilities in program management, interpersonal  communication and administrative oversight

  • Agility & Resilience
  • Can operationalize vision into plans and tactics
  • Holds people responsible for performance
  • Out of box thinker
  • Leads by example
  • Is passionate about developing people, team

 

Educational Qualification:Engineering Graduate (B. Tech/ BE) is required, specialization in automotive engineering will be preferred

 

 Goodyear is one of the world’s largest tyre companies. It employs about 72,000 people and manufactures its products in 55 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate


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