Senior Manager - Regional Customer Service/Care Manager (CARS)

Job description

Senior Manager-Regional Customer Care (Passenger Vehicles Cars) 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/or MBA 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