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
Desired Candidate Profile
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