Tata Motors - Senior Manager - Regional Customer Care Professional

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Senior Manager - Regional Customer Care (Passenger Vehicles)
Purpose of the Role:
The role will be responsible for organizing, deploying and monitoring the service processes and customer care initiatives; providing technical support and handling customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/statutory norms.
Job Responsibility:
1. Contribution to planning:
- Prepare and recommend action plans on vehicle retention and inflow growth, audit, analyze and implement action plan on process improvement.
- Design and plan SLAs between channel partners and fleet customers.
2. Key actions and decisions (Long term and short term):
- Inflow increases 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 and Marketing Oversight.
- Monitor, analyze 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 and 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 and 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 of 12 fleet cities and suggest action plan with the field team.
3. 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 and Nature of Interactions:
Internal:
- Service Process: Auditing service process progress, review and updating critical customer complaint.
- 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 assessment/certification support.
- Customer Experience: Customer complaints update/execution process and CUP 52 parameters and deployment.
- Legal: Communications on legal cases details and follow up.
External:
- Customer: Service experience and 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 and support.
- Corporate and Fleet Customers: Regular connection with the customers to ensure customized service solutions.
Desired Candidate Profile:
- Minimum education qualification: Only Full time PG/B.E /B. Tech/No Part Time qualification.
- Minimum experience requirement: 5-8 years.
- Must have working knowledge of the passenger vehicle/car segment. Should possess experience in the automobile industry with a strong customer-centric approach, including providing technical support, handling customer complaints, and ensuring effective complaint resolution.
Skills and Competencies:
- Passion for customer: Sustainably implements practices that meet customers needs and build productive alliances with customers/stakeholder.