Job Description:

Senior Manager - Regional Customer Care (Passenger Vehicles)

Purpose of the Role:

The role will be responsible for organizing, deploying and monitoring the service processes and customer care initiatives, providing technical support and handling customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/statutory norms.

Job Responsibility:

1. Contribution to planning:

- Prepare and recommend action plans on vehicle retention and inflow growth. Audit, analyze and implement action plan on process improvement.

- Design and Plan SLAs between channel partners and fleet customers.

2. Key actions and decisions:

- Inflow increases and Channel Partner satisfaction. 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.

- Execute and monitor of customer connect initiatives with CP Service Process and Marketing Oversight.

- Monitor, analyze and act on improvement of service parameters.

- Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive.

- Service Support Activities Management (Technical Service Support, Spares and Training).

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

- Coordinate with RPM for parts availability and monitor VOR% at Channel Partners.

- Check and authorize part failure claims.

- Service Activity - Corporate and Fleet customers.

- Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints.

- Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers.

- Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team.

3. Nature of problems faced/ Scope of improvement opportunities:

- Resolve all customer complaints in co-ordination with CP.

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

- Identify training gaps, nominate CP manpower for all courses and monitor certification status.

Desired Candidate Profile:

- Minimum education qualification: Only Full time B.E /B. Tech/No Part Time qualification.

- Minimum experience requirement: 3 - 15 years.

- Must have working knowledge of the passenger vehicle/car segment. Should possess experience in the automobile industry with a strong customer-centric approach, including providing technical support, handling customer complaints, and ensuring effective complaint resolution.

Skills and Competencies:

- Passion for customer: sustainably implements practices that meet customers needs and build productive alliances with customers / stakeholder.