Designation / Department
Customer Support Manager
Business Unit CVBU Function Customer Care Sub Function Customer Support Grade Reporting to Administratively Area Service Manager Functionally Area Service Manager Position Summary: 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 Specifications Education Qualifications B.E./B.Tech (Mechanical/Automobile) Work Experience 3 5 years Preferred Industry Automobile Industry
Communication Touch points Internal External Entity Nature of Communication Entity Nature of Communication Plants Emails, Telephonic, Joint investigations Dealership/TASS Daily telephonic conversation, personal visits regularly, emails Allied departments Emails, Telephonic, Direct interactions End customers Service campaigns, Customer meets, Telephonic and workshop visits Ancillary Telephonic, Emails
Competencies (Tata Leadership Practices) Competencies (Technical / functional) 1. Customer Focus 2. Product Knowledge 3. Functional Excellence 4. Market Awareness 5. People Development 6. Negotiation Skills
Job Responsibilities Measurement Criteria 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 territory
d) Ensuring pre-delivery service is undertaken by dealership to limit warranty costs Timely delivery, low-cost of ownership, Customer Satisfaction Index, Postservice feedback, Warranty costs, Warranty audit
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
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, Tata Motors 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
WAR, repeat complaints, paid revenue, accidental revenue, timelines, service market share
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 gradation h) Continuous monitoring of the performance of new products to provide feedback to the manufacturing team i) Supporting product sales teams with product trials
PDI audits, Complaint Investigation Reports, New Product Monitoring, Number of Trainings