Senior Manager - Customer Care/Service Manager

Job description

**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