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 improvement

Job Responsibility

Job Responsibility

1. Customer Satisfaction

Deploy & Monitor Service Process & Customer Satisfaction Audit and implement action plan for process improvement.
1. 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

1. 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 customers

2. Service Marketing & Customer Retention Train & Promote sale of Customer Retention products

Suggest Customer Reach & inflow enhancement strategies to Channel Partners

Workshop COB Coordination & activation

3. 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 Interactions

Complaints 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 : 4-12 Years

Skills & Competencies
- Skills – Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict management

📌 Senior Manager - Customer Service (Kochi)
🏢 Tata Motors Global Services
📍 Kochi