Senior Engineer - Customer Support

Tractors and Farm Equipment (TAFE); Lucknow, Agra District; On-site; INR 600,000 - 800,000; Full time

Job summary

Tractors and Farm Equipment (TAFE) is seeking a regional role based in Lucknow to drive customer satisfaction and business growth through proactive service promotion and extended service reach. The role focuses on resolving complaints via trend analysis, supporting product feedback, and ensuring audits and processes align with standards.

The incumbent will work to achieve revenue growth at dealer points, monitor competitors and OEM performance, and push CSI improvements.

Qualifications

• Engineering degree is required.
• Strong communication skills and ability to manage multiple stakeholders.
• Experience in after-sales within Auto/Tractor industry is preferred.

Responsibilities

• Ensure efficient complaint resolution through trend analysis and training.
• Provide technical support and monitor product feedback for new products.
• Conduct dealership audits and ensure processes align with standards.
• Drive revenue growth and profitability at dealer points through initiatives.
• Track competitor and OEM performance and report timely.
• Improve CSI scores.

Job description

Role holder will be based in the region to ensure Customer Satisfaction, Business Growth through Service Promotion and effective Service Reach.

Role & responsibilities

• To ensure an efficient complaint resolution system through trend analysis, identifying gaps. Address the identified gaps through continuous training programs.
• To monitor the product feedback & ensure the performance of new products by providing necessary technical support.
• To conduct dealership audits and take the necessary actions to ensure systems and process are in line with organizational standards.
• Achieve revenue growth and profitability at dealer points through initiatives.
• To track and monitor the competitor & OEM products, reach and performance and report timely.
• CSI score enhancement

Preferred candidate profile

• An Engineering graduate with 4-7 years in the Auto / Tractor industry. Should have been in after sales function
• Good communication skills, proven ability to build relationships and work with multiple stakeholders