Serve as a senior automotive SME to support frontline agents and clients: diagnose vehicle issues, handle escalations, provide RCA, design and deliver technical training, maintain knowledge base, analyze contact-center data, coordinate with dealerships and stakeholders, and produce regular reports and insights.
Job Title:
Sr. SME, OperationsJob Description
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.
Location:
IND Pune - Amar Tech Centre S No.30/4A 1Language Requirements:
Time Type:
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