Senior Manager-Regional Customer Care (Passenger Vehicles)

Purpose of the Role
The role will be responsible for organizing, deploying and monitoring the service processes & 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 & 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 recent initiations.
- Execute and monitor of customer connect initiatives with CP Service Process & 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 & 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 & 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 i

📌 Senior Manager (Pune)
🏢 Tata Motors
📍 Pune