Job highlights

- BE in Mechanical/Electrical/Automobile with 4-12 years in automobile industry and expertise in channel management and complaint resolution
- Deploy and monitor customer care and service processes, handle escalations, conduct workshop audits, analyze productivity and revenue, coordinate technical support and training

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.

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

- 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