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 (Long term and short term):

- 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.

Stakeholder Profiles and Nature of Interactions:

Internal:

- Service Process: Auditing service process progress, review and updating critical customer complaint.

- Service Marketing: Track service marketing figures.

- Productivity: Updating report on workshop productivity, body shop - updating body shop progress, spare parts - support for parts requirement on urgent basis.

- SE&TS: Customer feedback on product performance and support for field on customer complaints, warranty support, plant visit.

- ATC: Training requirement and conducting and assessment/certification support.

- Customer Experience: Customer complaints update/execution process and CUP 52 parameters and deployment.

- Legal: Communications on legal cases details and follow up.

External:

- Customer: Service experience and product performance feedback from customers and responses from us.

- Vendors: Support in field and specific cases.

- Dealers: Performance progress and concern areas.

- Suppliers: Supplies/support in field for camps and schemes and support.

- Corporate and Fleet Customers: Regular connection with the customers to ensure customized service solutions.

Desired Candidate Profile:

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

- Minimum experience requirement: 5-8 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.