Sr. SME, Operations

Concentrix; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Sr. SME, Operations to lead expert analysis of luxury automotive issues and guide frontline teams.

The role requires certified diagnostic expertise and hands-on experience with luxury cars, engines, transmissions, and ICE components, including hybrid/EV tech. You will coordinate with client teams, manage escalations, provide real-time technical support, design trainings, and deliver RCA explanations within tight timelines.

Qualifications

• SME must be a certified diagnostic expert or certified maintenance/ system technician.
• Hands-on experience with luxury automobiles and MBIL dealer preferred.
• Strong knowledge of four-wheeler systems including ICE and hybrid tech.
• Excellent verbal and written communication; able to train frontline agents.
• Ability to analyze data from the contact center to derive insights.

Responsibilities

• Coordinate with Client team and Advisors for issue resolution.
• Manage clients, escalations, and real-time technical support for agents.
• Diagnose problems and provide detailed RCA within required TAT.
• Develop training programs for frontline executives and test knowledge.
• Maintain knowledge base and generate reports for stakeholders.
• Collaborate with dealerships, service teams, engineers and product design.

Skills

Four-wheeler systems

Engine/transmission/ICE

Hybrid/EV tech

Luxury car knowledge

Excel reporting

Certified tech

Data analytics

Training design

Stakeholder collaboration

Communication skills

Education

Graduate in Automobile

B.Tech Automobile preferred

Job description

Job Title

Sr. SME, Operations

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Experience – SME needs to be a certified diagnostic expert / certified maintenance technician / certified system technician, having prior experience of working with a luxury automotive dealer/retail. Should have hands-on experience of working on luxury automobiles. Prior experience with MBIL dealer will be a preference.

Role And Key Responsibilities

• Coordinate with Client team and Advisors
• Client/Customer/People Management
• Handle Escalations
• Real time support to frontline agents for any technical (automobile) issues
• Connect with customers of luxury automobile brand to get information in order to diagnose the problem and provide technical explanation.
• Get into daily/weekly/monthly connects or reviews with clients and internal stakeholders to share analysis, challenges, updates, etc.
• Regular reporting to create visibility of the insights and challenges to stake holders
• Create, Plan and design trainings for the frontline agents
• Should confidently be able to provide the RCA for any escalations / case in detailed within the required TAT
• Knowledge transfer to advisors for effective resolution of customer concerns
• Maintain knowledge base and update on timely manner
• Launch and conduct knowledge test to gauge knowledge retention

Key Skills & Knowledge

• The technical expert/SME must have profound expertise and understanding of four-wheeler systems.
• Special focus on engines, transmissions, chassis, and electrical components of internal combustion engine (ICE) vehicles.
• Familiarity with hybrid and electric vehicle technologies is crucial.
• The candidate should be knowledgeable about the latest technologies and current car models.
• Includes competitor offerings in the market.
• They should be skilled in identifying the root causes of issues reported by customers.
• Information may come from case managers on the floor, dealers, or examination of the case history.
• Excellent verbal and written communication skills.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Good Excel skills and Reporting knowledge.
• Should be Certified Maintenance Technician/Certified diagnostic expert
• Should be adept at analyzing data from the contact center to provide valuable insights that can enhance design and technical aspects within the organization.
• Must also be capable of designing technical training programs for frontline executives based on assessed training needs.
• Effective collaboration with various teams and stakeholders, such as dealerships, service teams, engineers, and the product design team, is essential.
• Should have hands on experience working with luxury automobile brand.

Educational Qualification

Graduate (automobile) B-Tech automobile is preferred

Disclaimer

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.