Handle customer enquiries, answering any questions and queries in person, over the phone, or online. Provide support and comprehensive product / service information to customers. Build relationships with customers. Assist customers in making purchasing decisions.

A Customer Service Advisor, or Customer Service Assistant serves as the first point of contact for customers seeking to obtain advice from a company or organisation. Their primary duties include answering customer enquiries, making product recommendations or suggestions and providing information about services or products.

Senior Manager-Area Cust Care

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

Deputy General Manager-Service-Sales

Purpose of the Role

Lead the zone on service related parameters ranging from providing best customer experience, workshop performance reviews, strategize for workshop profitability, handling of escalated customer complaints, enhance service network. Support and guide CSMs in daily job as well as review their performance.

Job Responsibility

Setting up and reviewing workshop performance at regular interval.

Reviewing workshop profitability and take steps in improving it

Responsible for service Network expansion – onboarding of new workshops based on volume and expansion

Manage the allocated Goodwill related budget in the zone ensuring to reduce it through better workshop performance

Handling escalated customer complaints for satisfactory resolution and take steps to reduce escalations

Monitor and support CSMs in daily work activities

Review CSM performance on regular basis against both allocated workshop performance and CSMs performance

Ensure target achievement on Spare parts, Ex warranty and AMC business

Interaction with Key Accounts and Govt customer in their Zone on regular basis.

Ensure Spare parts inventory management for the zone and devise the plan for the same

Coordination with Plant / Warehouse for Spare parts availability.

Organizing Service /Parts promotion activities – Ensuring customers’ loyalty and retention

Coordination with Plant & quality for filed issue & product improvement.

Meeting with customer and driver to review vehicle performance to enhance product performance.

CPTV and Complaint TAT management within the target

Ensure FAC completion within the designated timelines

Reviewing the RSA performance in their zones with MyTVS team on a monthly basis

Stakeholder Profiles & Nature of Interactions

Internal

RCCM (Regional Customer Care Manager) / RTSM (Regional Technical Service Manager)

Field Service Team (CSMs/SPMs – Customer support Manager, Spare Parts Manager)

EV STS Team / CTC Team

Plant Technical / ERC Team

Customer Quality team / QA Team

Desired Candidate Profile

Qualification: BE / B Tech.

Work Experience: 12-15 years

Skills & Competencies

Agility – Agility is best demonstrated by tenacity to achieve challenging goals and adapting to a variety of situations, individuals or groups.

Risk taking – Risk taking is best demonstrated by questioning status quo and taking on challenges despite uncertainties

Empowerment – Empowerment is best demonstrated by sharing authority as well responsibility for decision making and stretch team capabilities to maximize results

Owner’ Mindset – Owner’ Mindset: Developing a sense of being enterprising, understanding the purpose of delivering superior business results and having a stake in it by being accountable for quality and success of the outcomes, delivered through concrete action.

Accountability – Accountability is best demonstrated by taking full responsibility of the task and holding each other accountable for the outcomes

Collaboration – Collaboration is best demonstrated by working effectively with internal / external partners and Sharing information, ideas and expertise with others

Passion for customer – Passion for customer is best demonstrated by sustainably implementing practices that meet customers’ needs and building productive alliances with customers / stakeholder

Embrace Diversity with inclusion

Senior Manager-Service SCVPU

Purpose of the Role

This position will be responsible for delivering customer operational objectives of the organization. Providing high levels of support to network, resolving customer issues, facilitate service and spare parts sales, after-sales revenue and drive high customer satisfaction and through service network

Job Responsibility

1. Customer Management:
Drive customer issue resolution and escalations in a timely manner
Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery
Drive customer satisfaction by monitoring feedbacks and taking corrective actions
Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences
Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions
Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns.
Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate
Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support
Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments
Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards
Increasing silver & gold certified technicians in workshops
Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly

2. People Management:
Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements
Provide trainings support to service partner on specialty tools, send mechanics to training center when needed
Coordinate and execute pre-delivery inspection training
Facilitate trainings of new products and tools to ensure service partners are well prepared.

Stakeholder Profiles & Nature of Interactions

Internal:

State Service Manager

Drive after-sales revenue through Service Network – update and seek support on need basis

RTSM Product Line

Provide inputs specific product issues

RPM Service Network

Drive spare parts sales through service network

Sales Team (TSMs/SPMs)

Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team

Technical product issues

SHQ

Claims resolution

Prolife team

Support on market share improvement/prolife sales improvement

Sales Team (TSMs/SPMs)

Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team

Technical product issues

External:

Customer

Issue resolution and engagement

Dealership team

Issue resolution & overall dev towards company’s goal achievement

Technical Institutes(ITIs/DTIs)

Skill development Programs

Desired Candidate Profile

• Education Bachelors Degree (B.Tech in mechanical /Automobile/Electrical Preffered)
• Relevant Experience: 5 – 7 Years
• Experience in Automobile Industry

Skills & Competencies

• Problem Solving Skills
• Customer Driven
• Sales Skills
• Administrative Skills
• Interpersonal Skills