Senior Manager-Regional Customer Care

Purpose of the Role

The 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 Responsibility

1. Contribution to planning:
Prepare and recommend action plans on vehicle retention and inflow growth
Audit, analyse 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 increase 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, analyse 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 on 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 BE /B.Tech
• Minimum experience requirement 5-6 year
• Working knowledge requirement Experience working in an automobile industry, customer centric, provide technical support, complaint resolution

Skills & Competencies

• Passion for customer - sustainably implements practices that meet customers needs and building productive alliances with customers / stakeholder