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Senior Manager - EV Customer Service

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Tata Motors

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Logistics
  • Chandigarh

AI generated summary

  • You must have a BE/B Tech, 3-5 years of experience, strong agility, risk-taking, ownership, accountability, collaboration, diversity appreciation, and a passion for customer service.
  • You will manage after-sales services, oversee workshop operations, train drivers, handle spare parts and inventory, resolve customer complaints, and enhance service standards and customer loyalty.

Requirements

  • Qualification: BE / B Tech.
  • Work Experience: 3 - 5 years.
  • Agility – Should Possess tenacity towards achieving challenging goals and adapting to a variety of situations, individuals or groups
  • Risk Taking – Should be able to question status quo and take on challenges despite uncertainties
  • Empowerment – Should share authority as well as responsibility for decision making and stretch team capabilities to maximise results
  • Ownership –Develops a sense of enterprise, understands the purpose of delivering superior business results and has a stake in it by being accountable for quality and success of the outcomes, delivered through concrete action
  • Accountability - takes full responsibility of the task and holding each other accountable for the outcomes
  • Collaboration - works effectively with internal / external partners and sharing information, ideas and expertise with others
  • Embrace Diversity: value and leverage variety and distinctiveness and enable diverse groups to let their differences flourish to achieve best outcomes
  • Passion for customer - sustainably implements practices that meet customers’ needs and building productive alliances with customers / stakeholder

Responsibilities

  • Coordinating after sales services of assigned setups.
  • Monitoring & development of Workshop’ manpower, Service Process Implementation, Service Standards at workshops, Resolution of Customer complaints.
  • Conducting training program for customer drivers for better performance and customer engagement.
  • To get the setups prepared in term of Tools, Spare Training of manpower for service / support of newly introduced product.
  • Responsible for Spare Parts Business, Ext. Warranty & AMC Business for assigned setups.
  • Responsible for Spare parts inventory management at setup to enhance the profitability of the setup.
  • Coordination with Plant / Warehouse for Spare parts availability.
  • Organizing Service /Parts promotion activities – Ensuring customers’ loyalty and retention.
  • Conducting Dealer Mechanic Meet/ Training regarding new designs & implementations.
  • Coordination with OEMs for resolution of customer complaints.
  • Coordination with Plant & quality for filed issue & product improvement.
  • Meeting with customer and driver to review vehicle performance to enhance product performance.
  • Review service requirement in area and enhance network reach.

FAQs

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

The primary purpose of the role is to ensure customer satisfaction from the services provided by Dealerships/TASC, by providing regular feedback to manufacturing teams on products and improving service delivery and profitability within the framework of company policies and timelines.

What qualifications are required for the Senior Manager position?

A Bachelor’s degree in Engineering (BE/B Tech) is required for the Senior Manager - EV Customer Service position.

How many years of work experience are needed to apply for this position?

Candidates should have 3 to 5 years of relevant work experience to apply for this position.

What kind of customer service responsibilities are included in this role?

Responsibilities include coordinating after-sales services, monitoring workshop manpower, resolving customer complaints, and enhancing customer engagement through training programs.

Is training a part of this role?

Yes, conducting training programs for customer drivers and dealer mechanics is part of the responsibilities to enhance performance and customer engagement.

What is the role of the Senior Manager regarding spare parts?

The Senior Manager is responsible for managing spare parts inventory, overseeing the spare parts business, as well as the Extended Warranty and AMC Business for assigned setups.

Are there any collaboration expectations for the Senior Manager position?

Yes, the role requires effective collaboration with internal and external partners, including coordination with OEMs and the Plant for issue resolution and product improvement.

What key skills and competencies are sought in candidates for this position?

Desired skills include agility, risk-taking, empowerment, ownership, accountability, collaboration, embracing diversity, and a passion for customer service.

What is emphasized in the interaction with customers and drivers?

The role emphasizes review meetings with customers and drivers to evaluate vehicle performance and enhance product performance.

Does the company promote diversity and teamwork?

Yes, the company values diversity and encourages collaboration among diverse groups to achieve the best outcomes.

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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".