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Senior Manager-Customer Support

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Tata Motors

22d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Kochi

AI generated summary

  • You need a B.Tech (mechanical/automobile/electrical), 5-7 years in the automobile industry, strong problem-solving, customer focus, sales, admin, and interpersonal skills.
  • You will manage customer issues, enhance service partners, drive sales, improve processes, ensure compliance, and provide training to optimize customer support and satisfaction.

Requirements

  • Education Bachelors Degree (B.Tech in mechanical /Automobile/Electrical Preffered)
  • Relevant Experience: 5 – 7 Years
  • Experience in Automobile Industry
  • Problem Solving Skills
  • Customer Driven
  • Sales Skills
  • Administrative Skills
  • Interpersonal Skills

Responsibilities

  • Customer Management: Drive customer issue resolution and escalations in a timely manner Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery Drive customer satisfaction by monitoring feedbacks and taking corrective actions Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns. Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards Increasing silver & gold certified technicians in workshops Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly
  • People Management: Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements Provide trainings support to service partner on specialty tools, send mechanics to training center when needed Coordinate and execute pre-delivery inspection training Facilitate trainings of new products and tools to ensure service partners are well prepared.

FAQs

What is the primary purpose of the Senior Manager-Customer Support role?

The primary purpose of the role is to deliver customer operational objectives, provide high levels of support to the network, resolve customer issues, facilitate service and spare parts sales, and drive customer satisfaction through the service network.

What kind of experience is required for this position?

Candidates should have 5-7 years of relevant experience, ideally within the automobile industry.

What educational background is preferred for this role?

A Bachelor's Degree in mechanical, automobile, or electrical engineering is preferred.

What responsibilities does the Senior Manager-Customer Support have regarding customer management?

Responsibilities include driving issue resolution, facilitating product availability, monitoring customer feedback, assisting in service partner modernization, and improving paid services revenue.

How does this role contribute to people management?

This role ensures strong communication between teams, provides training support to service partners, and coordinates pre-delivery inspection training, among other responsibilities.

Who are the primary internal stakeholders for this position?

Internal stakeholders include the State Service Manager, RTSM Product Line, RPM Service Network, the Sales Team, Plant Technical/Quality team, and SHQ.

What external stakeholders will the Senior Manager-Customer Support interact with?

External stakeholders include customers, dealership teams, and technical institutes for skill development programs.

What skills and competencies are essential for this role?

Essential skills and competencies include problem-solving skills, a customer-driven mindset, sales skills, administrative skills, and strong interpersonal skills.

Will the Senior Manager-Customer Support have any involvement with training?

Yes, the role involves facilitating training for service partners on specialty tools and new products.

How is success measured in this position?

Success is measured by customer satisfaction, after-sales revenue growth, and the efficiency of service network operations and processes.

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Tata Motors

Manufacturing & Electronics
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

​Tata Motors Group (Tata Motors) is a leading global automobile manufacturing company. Its diverse portfolio includes an extensive range of cars, sports utility vehicles, trucks, buses and defence vehicles. The Tata Motors Group’s over 80,000 employees are guided by the mission “to innovate mobility solutions with passion to enhance quality of life".