Lead - Special Projects & Customer Support

Group Company

ACG Engineering

Primary Responsibilities

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.  

Key Result Areas

• Reduction in Customer complaints
• TAT reduction for complaints

Key Interfaces

• Sales / AM
• Assembly & Testing
• Design
• Stores
• Machine shop
• Customers

Competencies