Senior Manager – Customer Care / Customer Service Manager

Purpose of the Role:

To drive customer satisfaction and dealer service excellence by ensuring effective implementation of service processes, providing technical support, resolving customer complaints, and strengthening after-sales operations across the assigned region. The role focuses on enhancing customer experience, dealer engagement, vehicle retention, and service quality while ensuring compliance with organizational policies and statutory guidelines.

Key Responsibilities:

Customer Care & Service Operations:

- Drive customer satisfaction through effective implementation and monitoring of service processes across dealerships.
- Ensure timely resolution of customer complaints in coordination with channel partners.
- Monitor key service performance parameters and implement corrective action plans.
- Execute customer engagement and service improvement initiatives.
- Support vehicle retention and service inflow growth through process enhancement initiatives.

Technical Support & Warranty Management:

- Provide technical support to dealerships for complex customer concerns.
- Review and authorize warranty and part failure claims.
- Coordinate with internal teams for spare parts availability and technical assistance.
- Contribute to Joint Investigation Reports (JIR/DIR/CCIR) for product feedback and complaint resolution.

Dealer & Channel Partner Management:

- Build solid relationships with channel partners to improve service performance and customer experience.
- Monitor dealership productivity, body shop performance, and service process compliance.
- Drive service marketing initiatives and dealer manpower incentive programs.
- Ensure implementation of service standards and operational best practices across dealerships.

Corporate & Fleet Customer Management:

- Manage escalated complaints from corporate and fleet customers.
- Ensure availability of dedicated service support and exclusive facilities for fleet customers.
- Monitor service performance across fleet locations and recommend improvement actions.





Training & Continuous Improvement:

- Identify technical and process training requirements for dealer manpower.
- Coordinate with training teams to ensure timely certification and capability development.
- Drive continuous improvement initiatives through process audits and performance reviews.

Desired Candidate Profile:

Education:

- Full-time B.E./B.Tech in any discipline.

Experience - 3–15 years of relevant experience in Customer Care, Customer Service, After Sales, or Service Operations, in Automobile ecosystem.

Industry Experience:

Candidates should have experience in one of the following industries:

- Passenger Vehicle / Electric Vehicle (EV)
- Commercial Vehicle /Two-Wheeler
- Automotive OEM

Preferred Background:

Suitable designations include:

- Regional Customer Care Manager
- Customer Service Manager
- Area Service Manager
- Regional Service Manager
- After Sales Manager
- Technical Service Manager
- Customer Experience Manager
- Service Operations Manager

Key Skills & Competencies:

- Customer Care & Customer Service / After Sales Service
- Technical Support / Customer Complaint Resolution
- Dealer & Channel Partner Management / Service Operations
- Warranty & Claims Management
- Service Process Implementation / Fleet Customer Management
- Customer Experience Management / Service Marketing
- Workshop Operations / Stakeholder Management
- Problem Solving & Root Cause Analysis
- Training & Team Development
- Communication & Relationship Management
- Customer-Centric Approach

Tata 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 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, 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 - Customer Service/Care Manager (Delhi)
🏢 TataMotors
📍 Delhi