Senior Manager - EV Customer Service
Tata Motors
Date: 2 weeks ago
City: Chandīgarh, Chandigarh
Contract type: Full time
Purpose of the Role
To ensure customer satisfaction from the services provided by Dealerships/TASC, providing regular feedback to manufacturing teams on products and improving the quality, service delivery and profitability at the Dealerships/TASC as per prescribed targets and guidelines, within the framework of company policies and timelines.
Job Responsibility
Coordinating after sales services of assigned setups.
Monitoring & development of Workshop’ manpower, Service Process Implementation, Service Standards at workshops, Resolution of Customer complaints.
Conducting training program for customer drivers for better performance and customer engagement.
To get the setups prepared in term of Tools, Spare Training of manpower for service / support of newly introduced product.
Responsible for Spare Parts Business, Ext. Warranty & AMC Business for assigned setups.
Responsible for Spare parts inventory management at setup to enhance the profitability of the setup.
Coordination with Plant / Warehouse for Spare parts availability.
Organizing Service /Parts promotion activities – Ensuring customers’ loyalty and retention
Conducting Dealer Mechanic Meet/ Training regarding new designs & implementations.
Coordination with OEMs for resolution of customer complaints.
Coordination with Plant & quality for filed issue & product improvement.
Meeting with customer and driver to review vehicle performance to enhance product performance.
Review service requirement in area and enhance network reach.
Desired Candidate Profile
Qualification: BE / B Tech.
Work Experience: 3 - 5 years.
Skills & Competencies
Agility – Should Possess tenacity towards achieving challenging goals and adapting to a variety of situations, individuals or groups
Risk Taking – Should be able to question status quo and take on challenges despite uncertainties
Empowerment – Should share authority as well as responsibility for decision making and stretch team capabilities to maximise results
Ownership –Develops a sense of enterprise, understands the purpose of delivering superior business results and has a stake in it by being accountable for quality and success of the outcomes, delivered through concrete action
Accountability - takes full responsibility of the task and holding each other accountable for the outcomes
Collaboration - works effectively with internal / external partners and sharing information, ideas and expertise with others
Embrace Diversity: value and leverage variety and distinctiveness and enable diverse groups to let their differences flourish to achieve best outcomes
Passion for customer - sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder
To ensure customer satisfaction from the services provided by Dealerships/TASC, providing regular feedback to manufacturing teams on products and improving the quality, service delivery and profitability at the Dealerships/TASC as per prescribed targets and guidelines, within the framework of company policies and timelines.
Job Responsibility
Coordinating after sales services of assigned setups.
Monitoring & development of Workshop’ manpower, Service Process Implementation, Service Standards at workshops, Resolution of Customer complaints.
Conducting training program for customer drivers for better performance and customer engagement.
To get the setups prepared in term of Tools, Spare Training of manpower for service / support of newly introduced product.
Responsible for Spare Parts Business, Ext. Warranty & AMC Business for assigned setups.
Responsible for Spare parts inventory management at setup to enhance the profitability of the setup.
Coordination with Plant / Warehouse for Spare parts availability.
Organizing Service /Parts promotion activities – Ensuring customers’ loyalty and retention
Conducting Dealer Mechanic Meet/ Training regarding new designs & implementations.
Coordination with OEMs for resolution of customer complaints.
Coordination with Plant & quality for filed issue & product improvement.
Meeting with customer and driver to review vehicle performance to enhance product performance.
Review service requirement in area and enhance network reach.
Desired Candidate Profile
Qualification: BE / B Tech.
Work Experience: 3 - 5 years.
Skills & Competencies
Agility – Should Possess tenacity towards achieving challenging goals and adapting to a variety of situations, individuals or groups
Risk Taking – Should be able to question status quo and take on challenges despite uncertainties
Empowerment – Should share authority as well as responsibility for decision making and stretch team capabilities to maximise results
Ownership –Develops a sense of enterprise, understands the purpose of delivering superior business results and has a stake in it by being accountable for quality and success of the outcomes, delivered through concrete action
Accountability - takes full responsibility of the task and holding each other accountable for the outcomes
Collaboration - works effectively with internal / external partners and sharing information, ideas and expertise with others
Embrace Diversity: value and leverage variety and distinctiveness and enable diverse groups to let their differences flourish to achieve best outcomes
Passion for customer - sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder
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