Senior Manager-Service SCV Cargo

Tata Motors

Rajkot

On-site

INR 800,000 - 1,200,000

Full time

4 days ago

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Job summary

Tata Motors in Rajkot, India, seeks a qualified professional to manage customer operations, improve service delivery and drive after-sales revenue. You will coordinate service partners, resolve escalations and support dealer campaigns to enhance customer satisfaction.

The role emphasizes people management, training of technicians, and close collaboration with internal and external stakeholders to achieve company goals.

Qualifications

Bachelor's degree in mechanical, automobile or electrical engineering.
5–7 years of relevant experience in the automobile industry.
Experience in after-sales or service management preferred.

Responsibilities

Drive issue resolution and customer satisfaction through the service network.
Enhance service revenue by promoting parts, repairs and aftermarket offerings.
Support training and development of workshop partners and technicians.

Skills

Problem Solving

Customer Driven

Sales Skills

Administrative Skills

Interpersonal Skills

Education

Bachelor's Degree (B.Tech) in mechanical / Automobile / Electrical

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