Tata Motors - Customer Support Manager

Inflow increase and Channel Partner satisfaction:

In order to keep dealers motivated for greater involvement in workshop operations and increased profitability.

- Prepare and recommend action plans on vehicle retention and inflow growth Including B & P initiatives

- Process implementation of inflow initiatives parameters and review of the same with CP.(Including B&P) with continuous improvement

- Monitor status of pending claims of CP and seek approvals as required on payment release.

- Implement/ monitor and increase body shop conversions, productivity and new initiations

Service marketing:

In order to increase customer retention.

- Follow up with CP to ensure service marketing products targets achievement

- Follow up distribution of dealership manpower incentive for service marketing.

Technical support and co-ordination:

In order to provide timely and accurate product feedback to plant.

- Conduct audits, develop action plan and review with CP periodically.

- Co-ordinate with various vendors, supplier and internal team to resolve CPs concerns.

- Contribute for JIR (Joint Investigation Report) to ensure proper feedback to plant and complaint resolution.

- Escalate product concerns through DIR/CCIR. and communicate back to CPs

- Execute and monitor updation with CP

Basement, training and certification:

In order to improve availability of trained and certified manpower

- Assess/evaluate result/plan training needs of CP for certification.

- Identify training gaps and nominate CP manpower for all courses.

- Monitor certification status at CP.

Spares parts:

In order to ensure proper customer satisfaction and better workshop productivity.

- Coordinate with RPM for parts availability.

- Checking and authorising part failure claims.

- Monitor VOR % at CP's