Role & responsibilities

1. Customer Satisfaction

Deploy & Monitor Service Process & Customer Satisfaction

Audit and implement action plan for process improvement.

2. 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 customers

4. Service Marketing & Customer Retention

Train & Promote sale of Customer Retention products

Suggest Customer Reach & inflow enhancement strategies to Channel Partners

Workshop COB Coordination & activation

5. 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

📌 Service Engineer For Thane & Pune
🏢 Tata Motors
📍 Pune