Senior Manager-Regional Customer Care

Tata Motors; Ernakulam, Chennai District; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

Tata Motors in India is seeking a seasoned Service Operations Professional responsible for organizing, deploying and monitoring service processes and customer care initiatives at workshops, ensuring high dealer engagement within corporate policies.

You will coordinate with channel partners and fleet customers, audit service quality, manage escalations, and drive improvements in parts availability and training.

Qualifications

• BE/B.Tech in engineering or related field.
• 5–6 years of automotive industry experience.
• Customer-centric with ability to provide technical support and resolve complaints.

Responsibilities

• Plan and audit service processes and client care initiatives at workshops.
• Coordinate with channel partners and fleet customers to improve service parameters.
• Monitor claims, approvals, and parts availability with RPM and dealers.
• Lead training and feedback loops for continuous service improvement.

Skills

Customer focus

Complaint resolution

Education

BE/B.Tech

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 Responsibility

1. 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

2. 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 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 & 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 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

• Minimum education qualification BE /B.Tech
• Minimum experience requirement 5-6 year
• Working knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution

Skills & Competencies

• Passion for customer - sustainably implements practices that meet customers needs and building productive alliances with customers / stakeholder