Channel Service Manager (Passenger Vehicle)

Tata Motors Global Services Limited; Ernakulam; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Motors Global Services Limited in India seeks a Service Manager to deliver customer operational objectives, provide high levels of support to the network, resolve customer issues, facilitate service and spare parts sales, after-sales revenue and drive high customer satisfaction through the service network.

The role emphasizes customer management and people development: drive issue resolution, training dealers on tools and processes, coordinate pre-delivery inspections, implement product

Responsibilities

• 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

Job description

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 companys goal achievement
• Technical Institutes(ITIs/DTIs)
• Skill development Programs