Senior Manager - Services SCVPU

Tata Motors Global Services Limited

Thane

On-site

INR 600,000 - 900,000

Full time

7 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Tata Motors Global Services Limited in Thane, Maharashtra, seeks a Customer Operations Manager to drive customer issue resolution, oversee service network performance, and enhance after-sales revenue through parts and service campaigns.

You will coordinate dealer service campaigns, training, safety audits, and stakeholder engagement across internal teams and external partners to deliver high customer satisfaction.

Qualifications

B.Tech in mechanical/Automobile/Electrical preferred.
5–7 years of relevant experience.
Experience in the automobile industry.

Responsibilities

Manage customer issues and drive service network performance.
Coordinate dealer service campaigns and training activities.
Ensure safety protocols; audit service processes and improve efficiency.

Skills

Problem Solving

Customer Driven

Sales Skills

Administrative Skills

Interpersonal Skills

Education

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