Customer Support Manager -Automotive

PeopleStrong HR Services Pvt. Ltd.
  • Kolkata, Bhubaneshwar, Guwahati, Patna, Raipur
  • Confidential
  • 2-7 years
  • Views
  • 16 Jan 2017

  • Production/ Manufacturing/ Engineering

  • Automobile/ Auto Components
Job Description

To ensure customer satisfaction from the services provided by dealerships/TASS,
providing regular feedback to manufacturing teams on products and improving the quality, service
delivery and profitability at the dealerships/TASS as per prescribed targets and guidelines, within the
framework of company policies and timelines

Job Responsibilities:

Customer Satisfaction

a) Ensuring trained manpower at the dealership/TASS by providing
training support and sending mechanics to the training center for
recommended trainings
b) Ensuring timely delivery as per prescribed processes by ensuring
availability of parts, trained manpower and with proper estimation
of cost and time frame
c) Assisting the dealers in conducting the service campaigns.
Customer meets as per the requirement and potential in the
d) Ensuring pre-delivery service is undertaken by dealership to limit
warranty costs
e) Audit the service processes to ensure compliance
f) Adoption and implementation of new technologies to facilitate
faster turn around and good customer experience
g) Continuous monitoring of customer satisfaction through post
service feedback and taking necessary actions

Measurement Criteria:
Timely delivery, low-cost
of ownership, Customer
Satisfaction Index, Postservice
Warranty costs, Warranty

Dealer Profitability

a) Ensuring turnaround within the stipulated time and making them
faster by improving the processes
b) Generating increased vehicle inflow at the dealership/TASS by
various service marketing activities like service campaigns, RECON
campaign etc.
c) Assisting in modernization of dealership/TASS to improve processes
and customer experience
d) Floating schemes to increase paid service revenue at the
dealership/TASS like discount coupons, Dealer-Labour AMC,
assistance in fitness certificate etc.
e) Augmenting the accidental business turnover through initiatives
like cashless insurance tie-ups, Insurance, parts
support etc.
f) Follow-up on warranty and AMC repairs and ensuring all processes
are followed w.r.t. vehicle repairs and payments
g) Conducting Workshop Assessment Report (WAR) bi-annually to
improve the process and infrastructure at the dealership/TASS and
enable grading accordingly

Product Focus

a) Conducting Pre-Delivery Inspection (PDI) audit at the
dealership/Regional Stockyard to ascertain consistency and
trouble free product
b) Training the manpower on PDI processes.
c) Interacting with plant regarding specific product issues, predelivery
complaints etc.
d) Regular interaction with plants for continuous improvement
in products providing feedback on benchmarking activity with
the competition product
e) Follow-up on existing complaints with the plants, which are
reported through Complaint Investigation Report
f) Ensuring the special tools availability and training the
manpower on its use
g) Ensuring new product readiness at the dealership/TASS
through training, parts & tools availability and technology up
h) Continuous monitoring of the performance of new products to
provide feedback to the manufacturing team
i) Supporting product sales teams with product trials

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