Tata Motors - Customer Support Manager

Job Responsibilities:

Customer Satisfaction:

- Ensuring trained manpower at the dealership/TASS by providing training support and sending mechanics to the training center for recommended trainings

- Ensuring timely delivery as per prescribed processes by ensuring availability of parts, trained manpower and with proper estimation of cost and time frame

- Assisting the dealers in conducting the service campaigns. Customer meets as per the requirement and potential in the territory

- Ensuring pre-delivery service is undertaken by dealership to limit warranty costs

- Audit the service processes to ensure compliance

- Adoption and implementation of new technologies to facilitate faster turn around and good customer experience

- Continuous monitoring of customer satisfaction through post service feedback and taking necessary actions

Dealer Profitability:

- Ensuring turnaround within the stipulated time and making them faster by improving the processes

- Generating increased vehicle inflow at the dealership/TASS by various service marketing activities like service campaigns, RECON campaign etc.

- Assisting in modernization of dealership/TASS to improve processes and customer experience

- Floating schemes to increase paid service revenue at the dealership/TASS like discount coupons, Dealer-Labour AMC, assistance in fitness certificate etc.

- Augmenting the accidental business turnover through initiatives like cashless insurance tie-ups, Tata Motors Insurance, parts support etc.

- Follow-up on warranty and AMC repairs and ensuring all processes are followed w.r.t. vehicle repairs and payments

- Conducting Workshop Assessment Report (WAR) bi-annually to improve the process and infrastructure at the dealership/TASS and enable grading accordingly

Product Focus:

- Conducting Pre-Delivery Inspection (PDI) audit at the dealership/Regional Stockyard to ascertain consistency and trouble free product

- Training the manpower on PDI processes.

- Interacting with plant regarding specific product issues, pre-delivery complaints etc.

- Regular interaction with plants for continuous improvement in products providing feedback on benchmarking activity with the competition product

- Follow-up on existing complaints with the plants, which are reported through Complaint Investigation Report

- Ensuring the special tools availability and training the manpower on its use

- Ensuring new product readiness at the dealership/TASS through training, parts & tools availability and technology up gradation

- Continuous monitoring of the performance of new products to provide feedback to the manufacturing team

- Supporting product sales teams with product trials