Senior Manager - Customer Care/Customer Service Manager

Senior Manager-Regional Customer Care (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

1. 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.

2. Key actions and decisions (Long term and short term:

• 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.

3. 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