Senior Customer Service Executive at Goodyear Tire & Rubber

New Delhi, Delhi, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Tire ManufacturingIndustries

Requirements

Technical knowledge of tire functioning, manufacturing processes, and field conditions
Ability to lead and handle a team of 3P technical experts
Experience in customer service operations, particularly for Consumer, Farm, OE, and Replacement customers
Skills in root cause analysis and resolving field concerns
Capability to conduct mileage surveys, fleet tests, and customer connect initiatives

Responsibilities

Lead customer service operations for Consumer and Farm customers and handle complaints from OE and Replacement customers
Maintain strong relationships with stakeholders and train channels on processes and tyre technology
Support OE and dealers on sales and service activities
Coordinate with customers for warranty handling within set turnaround and response times
Coordinate with Business and Service teams to build synergy
Report to the Regional Manager on daily warranty handling and MIS
Coordinate with the Field Engineering team for mileage surveys, new condition developments, and warranty-related matters
Conduct root cause analysis and resolve field concerns
Track latest competitive policies, products, and technology developments for benchmarking
Conduct fleet tests and follow up with customers on new development projects
Develop strong business relationships with the Replacement channel and OEM workshops through excellent customer service
Conduct mileage surveys, campaign support, tire safety and maintenance awareness programs, and customer connect initiatives
Handle a team of 3P technical experts and assist them in real time for warranty support
Hold regular meetings with Consumer OE, Farm OE field, state, and regional service leaders to strengthen PR and collaboration

Skills

Key technologies and capabilities for this role

Customer ServiceWarranty HandlingTire TechnologyRoot Cause AnalysisStakeholder ManagementTeam LeadershipMileage SurveysFleet TestingTechnical SupportSales SupportMIS ReportingField Engineering Coordination

Questions & Answers

Common questions about this position

What is the employment type for this Senior Customer Service Executive role?

The position is full-time.

Is this Senior Customer Service Executive position remote or office-based?

This information is not specified in the job description.

What key skills are needed for the Senior Customer Service Executive role?

The role requires technical knowledge of tire functioning, manufacturing processes, and field conditions, along with skills in root cause analysis, customer relationship management, and team leadership.

What is the team structure for this position at Goodyear?

You will handle a team of 3P technical experts and assist them in real time for customer support.

What makes a strong candidate for the Senior Customer Service Executive role?

Strong candidates will have technical expertise in tires, experience leading teams, building stakeholder relationships, and handling warranty and customer service operations effectively.