Executive-Zonal Technical Support-Sales, Marketing & Customer Care-TMPV
Tata Motors
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 closure3. 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 customers4. Service Marketing & Customer Retention
Train & Promote sale of Customer Retention products
Suggest Customer Reach & inflow enhancement strategies to Channel Partners
Workshop COB Coordination & activation5. 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
Stakeholder Profiles & Nature of Interactions
Complaints Team:
Tracking Complaint status for TAT & Quality Closures
Coordinate for issues on complaint assigning & reopen
Review and updating critical customer complaint
Service Process & Service Marketing
Track Sale of service marketing products
Coordinate AMC EW Claims Approvals
Follow up for Claim Settlement to Channel Partners
Adarsh audit & COB audit reporting
Spare Parts
Support for parts requirement on urgent basis.
Tracking Spares & BTST consumption & Ordering
STS
Customer feedback on product performance and support for field on customer complaints. Revisit monitoring, Warranty support, updation campaign progress reporting
ATC
Training requirement and nominations for assessment & Certification.
Legal
Communications on legal cases details & follow up.
Desired Candidate Profile
Education - BE in Mech / Elec / Automobile
Relevant Experience : 5-6 Years
Skills & Competencies
- Skills –
Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict management
Rs 2 - 3 lakhs p.a.
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