Royal Enfield Hiring for Technical Support and Warranty at Chennai, Tamil Nadu Full Time

Position title

Technical Support and Warranty

Reports to

Group Manager – Technical Support and Warranty

Job grade

Deputy Manager

Location

Chennai

Job Purpose

The Resource-Tech Support & Warranty will be part of the Global Commercial Organization, providing technical assistance and authorizing warranty repairs to the authorized channel partner network of India Business. The incumbent will work closely with various internal and external stakeholders in fielding, resolving technical service issues, providing technical troubleshooting support and identifying solutions for technical field concerns. He/ she will also be responsible for warranty service authorizations and assisting in the maintenance and updating of technical & warranty support materials, product manuals and other technical service tools.

Key Responsibilities

Provide support with technical issue resolution by logging and responding to technical service enquiries from channel partners timely

Work with relevant internal stakeholders on warranty claims, customer complaints, field concerns, quality issues and monitor problem resolution

Analyze data and technical service enquiries to identify trends and facilitate early identification of emerging issues

Create technical support tools such as training materials including webinar, presentation and video creation

Assist with the implementation of technical service tools as per requirement

Update new technical documents and technical support tools within the channel partner portal

Proofread and provide feedback on product manuals for new and existing products

Serve as a technical resource to the domestic sales team by gathering product knowledge

Create awareness on technical service tools that are beneficial for channel partners

Represent the company at trade shows or industry functions as assigned

Manage warranty cases and provide channel partners with solutions

Aim to increase customer satisfaction in the areas of Part-to-Part warranty claim processing by dispatching warranty parts on time and ensure order loading in SAP within TAT

Assist with warranty claim administration from channel partners for all the International markets through warranty system

Manage the claims process including vetting warranty claim details like Vehicle Identification Number (VIN), pricing in SAP to correct VIN details, Pricing and submitting the tax invoice to accounts for reimbursement process

Conduct Monthly, Quarterly and Half yearly Warranty Claim analysis for all the International markets

Collaborate with multiple teams both inside and outside the organization to deliver on the business strategy and operational plan

Participate in technical reviews regarding channel partner support materials, product manuals and other technical service tools

Work Experience

Education

Bachelors in Engineering (Mechanical / Automobile)

Experience

2+ years of experience in a technical service or a technical warranty support role in a channel partner network

Strong foundation of basic mechanical and electrical fundamental theory

Solid knowledge of engine maintenance and troubleshooting to include: air cooled, liquid cooled units, gas fuel systems

Previous experience with warranty claims processing within the channel partner network