Role: After Sales Service & Repair - Other
Industry Type: Automobile
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: After Sales Service & Repair
UG: B.Tech / B.E. in Any Specialization
Senior Manager- Customer Service/Care Manager (Passenger Vehicles) Purpose of the Role : The role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handling customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/statutory norms. Job Responsibility Contribution to planning: Prepare and recommend action plans on vehicle retention and inflow growth Audit, analyze and implement action plan on process improvement. Design & Plan SLAs between channel partners and fleet customers. Inflow increases and Channel Partner satisfaction Monitor status of pending claims of CP and seek approvals as required on payment release. Implement/ monitor and increase body shop conversions, productivity and new initiations. Execute and monitor of customer connect initiatives with CP Service Process & Marketing Oversight. Monitor, analyze and act on improvement of service parameters. Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentive. Service Support Activities Management (Technical Service Support, Spares & Training). Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolution. Coordinate with RPM for parts availability and monitor VOR% at Channel Partners. Check and authorize part failure claims. Service Activity - Corporate & Fleet customers. Coordinate with various stakeholders on closure of escalated corporate and fleet customer complaints. Monitor availability of SPOCs, exclusive bays, at workshops related to fleet customers. Monitor Key service parameters of 12 fleet cities and suggest action plan with the field team. Nature of problems faced/ Scope of improvement opportunities: Resolve all customer complaints in co-ordination with CP. Escalate product concerns through DIR/CCIR. and communicate back to CP Identify training gaps, nominate CP manpower for all courses and monitor certification status. Stakeholder Profiles & Nature of Interactions Internal Service Process Auditing service process progress Review and updating critical customer complaint. Service Marketing Track service marketing figures. Productivity Updating report on workshop productivity Body shop - updating body shop progress Spare Parts - Support for parts requirement on urgent basis. SE&TS - Customer feedback on product performance and support for field on customer complaints. Warranty support, plant visit. ATC - Training requirement and conducting and assessment/ Certification support. Customer Experience - Customer Complaints update/ execution process and CUP 52 parameters and deployment. Legal - Communications on legal cases details & follow up. External Customer Service Experience & product performance feedback from customers and responses from us. Vendors Support in field and specific cases Dealers Performance Progress and concern areas Suppliers supplies / support in field for camps and schemes & support Corporate and Fleet Customers Regular connection with the customers to ensure customized service solutions. Desired Candidate Profile Minimum education qualification -Only Full time B.E /B. Tech/No Part Time qualification Minimum experience requirement 3-15 years Must have working knowledge of the passenger vehicle/car segment. Should possess experience in the automobile industry with a strong customer-centric approach, including providing technical support, handling customer complaints, and ensuring effective complaint resolution.
Skills
& Competencies Passion for customer - sustainably implements practices that meet customers needs and build productive alliances with customers / stakeholder