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Senior Manager-Service SCVPU (UP,Uttarakhand & Bihar)-SCV and Pickups Business-TMCV

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Tata Motors

1mo ago

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

AI generated summary

  • You need a B.Tech in Mechanical, Automobile, or Electrical, 5-7 years in the automobile industry, strong problem-solving, customer focus, sales, administrative, and interpersonal skills.
  • You will manage customer issues, drive satisfaction, oversee service partner training, improve service revenue, boost technician certifications, ensure compliance, and facilitate communication and workshops.

Requirements

  • Education Bachelors Degree (B.Tech in mechanical /Automobile/Electrical Preferred)
  • 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-Service SCVPU role?

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

What qualifications are required for this position?

A Bachelor's Degree, preferably in Mechanical, Automobile, or Electrical Engineering, along with 5 to 7 years of relevant experience in the automobile industry is required.

What specific responsibilities does the Senior Manager have regarding customer management?

The Senior Manager is responsible for driving customer issue resolution, assisting in service partner modernization, formulating service campaigns, improving paid services revenue, and following up on warranty and AMC repairs.

What role does people management play in this position?

People management involves ensuring strong communication between teams, providing training support to service partners, coordinating pre-delivery inspection training, and facilitating training on new products and tools.

How will success in this role be measured?

Success will be measured through customer satisfaction levels, after-sales revenue growth, effective issue resolution, and successful implementation of service partner training and process improvements.

What kind of interactions will the Senior Manager have with stakeholders?

The Senior Manager will have interactions with both internal stakeholders, such as State Service Managers and Sales Teams, and external stakeholders, including customers and dealership teams, to resolve issues and drive company goals.

Is experience in the automobile industry mandatory for this position?

Yes, experience in the automobile industry is mandatory.

What are the key skills and competencies needed for this role?

Key skills include problem-solving skills, customer-driven mindset, sales skills, administrative skills, and interpersonal skills.

Will the Senior Manager be involved in training programs?

Yes, the Senior Manager will facilitate training for service partners and technicians on specialty tools and new products.

What kind of initiatives will the Senior Manager undertake to drive business turnover?

Initiatives will include cashless insurance tie-ups, parts support for insurance claims, and driving increased revenue through targeted service campaigns.

Are there opportunities for professional development in this role?

Yes, there will be opportunities for professional development through training programs and collaboration with technical institutes.

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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".