Customer Service Manager

**Applicator Management:** (GIS Portal) * Drive Applicator Sufficiency through GIS system town wise \& classification wise, with master data base mapping, including their training \& certification status; take corrective actions to plug gaps. * Drive actions for profiling new applicators from competition and getting them onboarded * Ensure continuous personal engagement and rapport with owners of CC Projects’ Skilled Applicators **Site Audit and Applicator Performance Index Monitoring** (Saathi Portal) * Monitor overall activities of TQE /Sr. TQE and Ensure Saathi portal adoption by the Users and TQE and on site training sufficiency of the Applicators’ field team. * Review the Site audit reports – track the observations and improvements suggested by TQE for corrective action by the Applicator, including tracking deployment of trained supervisor and technicians on site and develop OAAP. * Periodically obtain customer feedback through SAATHI, analyze \& implement required CAPA. * Review API score generated through SAATHI jointly with Chief, Sr. Mgr. \& RM \- Monitor corrective actions by Applicator. **Warranty management:** (for PIL Product Warranty Portal) * Monitoring of PIL product warranty sites through TQE and implement warranty SOP adherence on site * For Tri Partite Warranty sites vet the SAATHI Site audit reports for approval of warranty issuance process. **Complaint Management:** (PCMS Portal) * Track PCMS Complaint site visit for application issues by TQE, Vet the observation report prepared by TQE with RCA and CAPA and submit report to PSS \& Sales team for internal and external closure . * Monitor required corrective measures by Applicator for non\-conformities till satisfactory closure **Applicators Training Management** : (New Training Portal – Under development ) * Track Training sufficiency of Applicator’s team of all SPWPs at Training centres jointly with RTM \& KAM. * Track On\-site training by TQE of Applicators’ field team \& their Certification mgmt. * For complex situations, personally impart on\-site training to Applicators’ Engineers and KA’s site team. **Support to Business team:** * Periodically visit complex /large sites, interact with Project Heads \& Quality managers to keep customer confidence level high \& resolve technical application related issues during execution or in bidding stage . * Vet the Infrared Thermal Imaging DR prepared by TQE for Renovation works \& complaint sites