Senior Manager - Zonal Technical Support, Customer Care, PV

Tata Motors · Jaipur, Rajasthan

About this role

Purpose of the RoleThe role will be responsible for organizing, deploying and monitoring the service processes & customer care Initiatives; providing technical support and handle customer complaints at workshop in order to enhance customer satisfaction and dealer engagement within organizational policies and government/ statutory norms.Job Responsibility1. Contribution to planning:Prepare and recommend action plans on vehicle retention and inflow growthAudit, analyse and implement action plan on process improvement.Design & Plan SLAs between channel partners and fleet customers2. Key actions and decisions (Long term and Short term:Inflow increase and Channel Partner satisfactionMonitor status of pending claims of CP and seek approvals as required on payment releaseImplement/ monitor and increase body shop conversions, productivity and new initiationsExecute and monitor of customer connect initiatives with CPService Process & Marketing OversightMonitor, analyse and act on improvement of service parameters.Follow up with CP to ensure service marketing products targets achievement and distribution of dealer manpower incentiveService Support Activities Management ( Technical Service Support, Spares & Training)Contribute for JIR (Joint Investigation Report) for proper feedback to plant and complaint resolutionCoordinate with RPM for parts availability and monitor VOR% at Channel PartnersCheck and authorize part failure claims.Service Activity - Corporate & Fleet customersCoordinat