Case Manager in Gurugram

Job Title Service Network & Technical Operations Manager Job Description Job title: Service Network & Technical Operations Manager Your role: • Consumer Care & Service Network Management: Manage and strengthen the consumer care and authorized service network to ensure high-quality and timely service support. New Product Introduction (NPI) Training: Plan and conduct technical training for service centre teams on new product launches, product features, repair procedures, and troubleshooting. Spare Parts Management: Ensure availability and proper management of spare parts across service centres, including forecasting, inventory monitoring, and resolution of critical shortages. Safety Case Management: Identify, monitor, investigate, and coordinate closure of product/service-related safety cases in accordance with company safety standards and escalation procedures. Technical Product Knowledge: Develop and maintain strong technical knowledge of products, including functionality, installation, troubleshooting, repair, and common failure modes. Service Centre Claim Management: Manage service centre claims related to warranty repairs, spare parts, labour, and other service activities. Ensure claims are accurately validated, processed, and resolved within defined timelines. Service Quality Improvement: Monitor service performance and identify recurring technical issues, driving corrective and preventive actions with relevant teams. Cross-functional Coordination: Coordinate with Product Development, Quality, Supply Chain, Sales, and Customer Care teams to resolve technical and service-related issues. Performance Monitoring: Track key service network KPIs such as turnaround time, first-time fix rate, repeat complaints, claim closure

Work Flexibility: Hybrid What you will do: Work with product development team and help them with requirements management and system engineering. Assist in the deployment of tools such as JAMA etc. Work closely as administrator with functional leaders, organizational units, and subject matter experts on use case for projects and their processes. Train people, execute day-to-day configuration, support, maintenance and improvement of the tools, qualification of the tools and associated processes. Perform and own tasks including, but not limited to: User account maintenance, create filters and custom reports or dashboards for each project, as needed. Write script/ software to customize workflows and create configurations. Manage release cycles and validate the software tools and upgrade, backup, and baseline the project folders within each software tool. What you need: Required Qualifications: Bachelor’s degree in computer science, Computer Engineering or related field is preferred 2 – 7 years of experience Understanding of engineering lifecycle phases and design control processes and knowledge of Requirement Management and Test Management, Traceability. Experience with software and hardware defect tracking process and develop software using Python or any other scripting language & ability to understand and interpret electrical design and systems. Preferred Qualifications: Knowledge of JAMA workflows or similar tools like JI