Purpose of the Role The role will be responsible for deploying & monitoring the Customer Care activities & Service processes at Channel partner workshops; providing technical support and handling customer complaint escalations; to enhance customer satisfaction, promote retention tools and monitor workshop performance & revenue aspects; Conduct workshop audits for Manpower, Infrastructure & Process compliances as per organizational policies & drive continuous improvementJob Responsibility

- Customer Satisfaction

Deploy & Monitor Service Process & Customer Satisfaction

Audit and implement action plan for process improvement.

- Complaints Management

Actions to reduce complaint generation & deploy internal review mechanism

Monitor Escalations & handle resolutions for Satisfactory closure

Monitor & internally escalate for support for timely complaints closure

- 3. Workshop Productivity

Monitor & review productivity status for improvement.

Analyze Workshop Revenue performance & suggest improvement strategies to Channel Partners

Co-ordinate with RPM for Parts Support

Review & analyse Revisits of customers4. Service Marketing & Customer Retention

Train & Promote sale of Customer Retention products

Suggest Customer Reach & inflow enhancement strategies to Channel Partners

Workshop COB Coordination & activation5. Technical Coordination

Coordinate with RTSM for Tech Support requirements

Coordinate for JIR(Joint Investigation Report) & technical feedback to plant

Ensure speedy completion of Updation campaigns

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

Stakeholder Profiles & Nature of InteractionsComplaints Team:

Tracking Complaint status for TAT & Quality Closures

Coordinate for issues on complaint assigning & reopen





Review and updating critical customer complaint

Service Process & Service Marketing

Track Sale of service marketing products

Coordinate AMC EW Claims Approvals

Follow up for Claim Settlement to Channel Partners

Adarsh audit & COB audit reporting

Spare Parts

Support for parts requirement on urgent basis.

Tracking Spares & BTST consumption & Ordering

STS

Customer feedback on product performance and support for field on customer complaints. Revisit monitoring, Warranty support, updation campaign progress reporting

ATC

Training requirement and nominations for assessment & Certification.

Legal

Communications on legal cases details & follow up.

Desired Candidate Profile

Education - BE in Mech / Elec / Automobile

Relevant Experience : 4 to 10 YearsSkills & CompetenciesSkills –

Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict managementTata Motors is an Equal Opportunity Employer, committed to a fair and transparent hiring process. All recruitment decisions are based strictly on Merit, Role alignment, and Business requirements. It does not solicit or accept any form of payment or gratuity from candidates at any stage of the recruitment process.

Any such request received should be considered fraudulent and reported immediately.

About Tata Motors:

Part of the USD 180 billion Tata group,



Tata Motors Limited (BSE: 500570; NSE: TATAMOTORS), a USD 52 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 current 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, 2025, Tata Motors’ operations include 93 consolidated subsidiaries, two joint operations, four joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.

📌 Senior Manager - Regional Customer Care (Pune)
🏢 TataMotors
📍 Pune