Job Description

Purpose of the Role:

• To monitor, track and support THD complaints at primary level
• To segregate cases and assigning the job to next level
• Closure of complaints & feedback to next level

Job Responsibilities:

• Monitor the THD complaints and proactive support to field for resolution of vehicle issues
• Segregate the cases and assigning the job to respective agencies, RTSMs/COC and track till closure
• Ensure closure of complaints within TAT
• Identify new failure modes and provide feedback to next level

Stakeholder Profiles & Nature of Interactions:
Internal:
COCs (Command Center)
RTSM (Field)
Product Analyst/Support Team (STS)
External:
Channel Partners DETs, Technicians (dealer)
Desired Candidate Profile:

• Qualification

oDiploma (Auto/Mech)
oComputer and system knowledge
Work Experience
Minimum - 3 years
Maximum - 5 years.
Skills & Competencies:

• Technical Skills

-Hands on experience in automotive service
- Vehicle diagnostic capability/skills
- Application and usages vehicle diagnostic systems & equipment

• Other Skills

-CRM, MS Excel, MS Power Point and other necessary Web based computer applications
-Comfortable to handle fast paced, dynamic environment and manage multiple priorities
-Collaboration Strong team player.

• Tata Motors Leadership Competencies (If applicable) -

-Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
-Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
-Leading Change - Recognizing the need for change, initiating and adapting to change
-Motivating Self and Others - Inspiring teams and individuals