Senior Manager-Area Cust Care – Trivandrum-Sales, Marketing & Customer Care-TMPV in Tata Motors

Job Description

Thiruvananthapuram, Kerala

Full–time  

Job description
Purpose Of The Role

The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives;providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms

Job Responsibilities

Contribution to planning:

Prepare and recommend action plans on vehicle retention and inflow growth.

Audit, analyse and implement action plan on process improvement.

Design & Plan SLAs between channel partners and fleet customers

Key Actions And Decisions (Long Term And Short Term)

Inflow increase and Channel Partner satisfaction.

Monitor status of pending claims of CP and seek approvals as required on payment

release.

Implement/ monitor and increase body shop conversions, productivity and new

initiations

Execute and monitor of customer connect initiatives with CP

Service Process & Marketing Oversight

Monitor, analyse and act on improvement of service parameters.

Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive

Service Support Activities Management ( Technical Service Support, Spares & Training)

Contribute for JIR (Joint Investigation Report)for proper feedback to plant and complaint resolution

Coordinate with RPM for parts availability and monitor VOR% at Channel Partners

Check and authorize part failure claims.

Service Activity – Corporate &Fleet customers

Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints.

Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers.

Monitor Key service parameters offleet cities and suggest action plan with the field team

Nature Of Problems Faced/ Scope Of Improvement Opportunities

Resolve all customer complaints in co-ordination with CP.

Escalate product concerns through DIR/CCIR. and communicate back to CP.

Identify training gaps, nominate CP manpower for all courses and monitor certification status.

Stakeholder Profiles & Nature Of Interactions

Internal

Service Process

Auditing service process progress

Review and updating critical customer complaint

Review Technology roadmap of CoC

Service Marketing

Track service marketing figures

Productivity

Updating report on workshop productivity

Body shop

Updating body shop progress

Spare Parts

Support for parts requirement on urgent basis.

SE&TS

Customer feedback on product performance and support for field on customer

complaints. Warranty support, plant visit

ATC

Training requirement and conducting and on assessment/ Certification support.

Customer Experience

Customer Complaints update/ execution process and CUP 52 parameters and

deployment

Legal

Communications on legal cases details & follow up.

External

Customer

Service Experience & product performance feedback from customers and responses from us.

Vendors

Support in field and specific cases

Dealers

Performance progress and concern areas

Suppliers

Supplies / support in field for camps and schemes & support

Corporate and Fleet Customers

Regular connection with the customers to ensure customized service solutions.

Desired Candidate Profile

Engineering Graduate with 4+ years of experience in domain of Customer Service, After Sales Service, Customer Care.

Proven Experience of working in a MNC in after sales service role/similar assignment.

In depth knowledge of Automobile industry, customer centric, provide technical support, complaint resolution, channel partner handling.

Experience in Automobile industry

The candidate shall ensure that Service workshops are following all defined processes.

The candidate must be well versed in SOP’s, company policies related to Service matters

Skills & Competencies

After Sales Service

Customer Service Excellence

Network Profitability Management

Product Support

Service Network Management

Warranty Management

Thiruvananthapuram, Kerala