Service Engineer For Thane & Pune
Tata Motors
14 days+
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Job summary
Tata Motors in Maharashtra is seeking a role focused on Service Excellence encompassing customer satisfaction, complaints management, and workshop productivity. The position coordinates with RTSM for tech support and coordinates training to close gaps, while driving retention strategies with channel partners.
The role emphasizes monitoring processes, escalations, and timely resolutions to consistently improve service quality and customer experience across workshops and service channels.
Responsibilities
- Deploy & Monitor Service Process & Customer Satisfaction
- Audit and implement action plan for process improvement.
- Actions to reduce complaint generation & deploy internal review mechanism
- Monitor Escalations & handle resolutions for Satisfactory closure
- Monitor & internally escalate for support for timely complaints closure
- Monitor & review productivity status for improvement.
- Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners
- Co-ordinate with RPM for Parts Support
- Review & analyse Revisits of customers
- Train & Promote sale of Customer Retention products
- Suggest Customer Reach & inflow enhancement strategies to Channel Partners
- Workshop COB Coordination & activation
- Coordinate with RTSM for Tech Support requirements
- Coordinate for JIR(Joint Investigation Report) & technical feedback to plant
- Ensure speedy completion of Updation campaigns
- Identify training gaps, nominate CP manpower for courses and monitor certification status
Job description
Role & responsibilities
1. Customer Satisfaction
- Deploy & Monitor Service Process & Customer Satisfaction
- Audit and implement action plan for process improvement.
2. Complaints Management
- Actions to reduce complaint generation & deploy internal review mechanism
- Monitor Escalations & handle resolutions for Satisfactory closure
- Monitor & internally escalate for support for timely complaints closure
3. Workshop Productivity
- Monitor & review productivity status for improvement.
- Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners
- Co-ordinate with RPM for Parts Support
- Review & analyse Revisits of customers
4. Service Marketing & Customer Retention
- Train & Promote sale of Customer Retention products
- Suggest Customer Reach & inflow enhancement strategies to Channel Partners
- Workshop COB Coordination & activation
5. Technical Coordination
- Coordinate with RTSM for Tech Support requirements
- Coordinate for JIR(Joint Investigation Report) & technical feedback to plant
- Ensure speedy completion of Updation campaigns
- Identify training gaps, nominate CP manpower for courses and monitor certification status
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