Std- Customer Support Manager

Purpose of the RoleThe role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms Job Responsibility1. Contribution to planning:Prepare and recommend action plans on vehicle retention and inflow growthAudit, analyse and implement action plan on process improvement.Design & Plan SLAs between channel partners and fleet customers2. Key actions and decisions (Long term and Short term:Inflow increase and Channel Partner satisfactionMonitor status of pending claims of CP and seek approvals as required on payment releaseImplement/ monitor and increase body shop conversions, productivity and new initiationsExecute and monitor of customer connect initiatives with CPService Process & Marketing OversightMonitor, analyse and act on improvement of service parameters.Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentiveService Support Activities Management ( Technical Service Support, Spares & Training)Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolutionCoordinate with RPM for parts availability and monitor VOR% at Channel PartnersCheck and authorize part failure claims.Service Activity - Corporate & Fleet customersCoordinate with various stakeholders on closure of escalated corporate and fleet customer complaintsMonitor availability of SPOCs, exclusive bays, at workshops related to fleet customersMonitor Key service parameters of 12 fleet cities and suggest action plan with the field team3. 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 CPIdentify training gaps, nominate CP manpower for all courses and monitor certification statusStakeholder Profiles & Nature of InteractionsInternalService Process Auditing service process progress Review and updating critical customer complaintService Marketing Track service marketing figuresProductivityUpdating report on workshop productivityBody shop Updating body shop progressSpare 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 visitATC Training requirement and conducting and on assessment/ Certification support.Customer Experience Customer Complaints update/ execution process and CUP 52 parameters and deploymentLegal Communications on legal cases details & follow up.ExternalCustomerService Experience & product performance feedback from customers and responses from us.Vendors Support in field and specific casesDealers Performance progress and concern areasSuppliers supplies / support in field for camps and schemes & supportCorporate and Fleet Customers Regular connection with the customers to ensure customized service solutions.Desired Candidate ProfileMinimum education qualification BE /B.TechMinimum experience requirement 5-6 yearWorking knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution

Part of the USD 165 billion Tata group, Tata Motors Limited (BSE: 500570 and 570001; NSE: TATAMOTORS and TATAMTRDVR), a USD 44 billion organization, is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks, and buses, offering an extensive range of integrated, smart, and e-mobility solutions. With 'Connecting Aspirations' at the core of its brand promise, Tata Motors is India's market leader in commercial vehicles and ranks among the top three in the passenger vehicles market. Tata Motors strives to bring new products that captivate the imagination of GenNext customers, fuelled by state-of-the-art design and R&D centres located in India, the UK, the US, Italy, and South Korea. By focusing on engineering and tech- enabled automotive solutions catering to the future of mobility, the company's innovation efforts are focused on developing pioneering technologies that are both sustainable and suited to the evolving market and customer aspirations. The company is pioneering India's Electric Vehicle (EV) transition and driving the shift towards sustainable mobility solutions by developing a tailored product strategy, leveraging the synergy between Group companies and playing an active role in liaising with the Government of India in developing the policy framework. With operations in India, UK, South Korea, Thailand and Indonesia, Tata Motors markets its vehicles in Africa, the Middle East, Latin America, Southeast Asia, and the SAARC countries. As of March 31, 2024, Tata Motors' operations include 90 consolidated subsidiaries, two joint operations, five joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.