Engineer-Customer Service

Honda India Power Products Ltd; India; On-site; INR 400,000 - 560,000; Full time

Job summary

Honda India Power Products Ltd. seeks a Service professional to enhance customer satisfaction in the assigned territory and grow the service network. You will promote genuine spare parts and engine oil, motivate partners, and lead door-step service campaigns while resolving customer issues through multiple channels.

The role requires a background in mechanical/automobile engineering with 2+ years in after-sales or related fields, and experience in dealer coordination and service operations.

Qualifications

• Diploma/BE/B-Tech in Mechanical/Automobile engineering is required.
• Minimum 2 years in after-sales activities or similar profile in automobile, DG sets or agrimachinery.
• For B.Tech: 2–4 years; for Diploma: 4–6 years of overall experience.

Responsibilities

• Achieve high customer satisfaction in the assigned territory and expand service reach.
• Promote genuine spare parts and engine oil while supporting dealers and partners.
• Coordinate with Honda India and partners for spare parts inventory and field service.

Skills

Dealer network management

Customer service

Technical support

Education

Diploma/BE/B-Tech in Mechanical/Automobile

Tools

ERP system

OneDrive

Service tools

Job description

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Reporting Supervisor : Chief Manager - Service (Domestic & Marine)

Job Titles of Direct Reports : No Direct Reports (Co-work with TI Sales & Commercial Officer at Area Office)

Minimum Qualifications : Diploma/ BE/B-Tech

Preferred/Desired qualification : Mechanical / Automobile Engineering

Specific experience : Min. 2 years of handling after Sales activities or similar profile Automobile / DG Sets / Agri Equipment industry (Engine based products)

Overall experience : For B. Tech- 2-4 years, For Diploma 4-6 Years

Job Purpose

To achieve high level of Customer Satisfaction in the assigned territory, enhance Service reach & nature the Business partners in day to-day activities; promise sale of Genuine Spare Parts & Engine Oil, motivate Business Partners to Promote Door-Step Service, conduct Service Campaigns (Camp/customer Meet). Resolve customer grievances (Web mail complaints or request; Call Center Tickets, Legal Notices/ Consumer Forum Cases) by providing support to Business Partners.

Key Responsibilities

I. Functional:-

• Ensuring adequate Dealers for market coverage & managing Dealer Network (Support Sales Team).
• Dealer Development Activities: Evaluation/Gap Analysis/Upgradation w.r.t. Units in Operation (UIO) To ensure that proper Infrastructure /machines /Tools/Equipment’s, Manpower, training & guidance are available at the dealer network.
• Appointing Service Point (HASP / RSP) in unrepresented markets as per guidelines
• Motivate Business Partners to promote Door-Step Service, conduct Service Campaigns (Camp / Customer Meet), enroll Customers for Annual Maintenance Contract for enhancing Service Revenue.
• Dealer’s Mechanics skill assessment, training & upgradation activity
• Development of Rural Technicians (Local Garage owners: 2/3-Wheeler Mechanics) in villages
• Development of Retailers with service (3S).
• Visiting the marketplaces & meeting the associates (HIPP & its competitors)
• To meet Targets for spare parts business and Engine Oil business.
• Settling of warranty claims (Data entry in ERP / OneDrive).
• Field visit for technical support
• Resolve customer grievances (Web mail complaints or requests; Call Centre Tickets, Legal Notices / Consumer Forum Cases) and maintain proper records with evidence.
• Assist Sales team for institutional sales (Technical aspects)
• Make Annual Plan for Travel Budget, Activity Budget and ensure adhering to the Approved Budget
• Follow Opex & Capex Guidelines for procurement of items for Service Activities.
• Submit Dealer Claims for Warranty and Coupon Reimbursement as per guidelines.
• Submit Claims related to Service Promotional Activities as per guidelines.

III. Customer:-

• Co-ordinate with End Users / Customers to gather D-CSI and other product feedback.
• Co-ordinate with Bulk Buyers for Technical Guidance, Periodic Maintenance through HIPP Dealers
• Co-ordinate with HIPP Business Partners for smooth operations of After Sales Support to End Customers, including Tech-Line support.
• Co-ordinate with Honda Motor India (Parts Centre) for Spare Parts inventory management.
• Co-ordinate with HIPP QA for product feedback & countermeasure.
• Co-ordinate with Honda Genuine Oil suppliers for maintaining inventory at various Warehouse and/or Channel Partners and processing Dealer Orders.
• Co-ordinate with Honda Authorized suppliers (Tools & Equipment suppliers, AMF Panel / Auto CoS suppliers) for product feedback, and processing Dealer Orders.
• Co-ordinate with secondary channel partners (Rural Mechanics & Retailers) for Technical Support & guidance, resolve issues with sponsor (Primary Channel Partners viz. Dealer/Distributor/HASP).