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Std- Customer Support Manager

Date: Nov 29, 2019

Position Summary with Job Responsibilities

Resolve customer issues, drive service and spare parts revenue in service network in order to drive high customer satisfaction and after sales revenue through service network within co

To ensure customer satisfaction from the services provided by dealerships/TASS,

providing regular feedback to manufacturing teams on products and improving the quality, service

delivery and profitability at the dealerships/TASS as per prescribed targets and guidelines, within theframework of company policies and timelines

Customer Satisfaction

a) Ensuring trained manpower at the dealership/TASS by providing training support and sending mechanics to the training center for recommended trainings

b) Ensuring timely delivery as per prescribed processes by ensuring availability of parts, trained manpower and with proper estimation of cost and time frame.

Dealer Profitability

a) Ensuring turnaround within the stipulated time and making them faster by improving the processes

b) Generating increased vehicle inflow at the dealership/TASS by various service marketing activities like service campaigns, RECON campaign etc.

Product Focus

a) Conducting Pre-Delivery Inspection (PDI) audit at the dealership/Regional Stockyard to ascertain consistency and trouble free product

b) Training the manpower on PDI processes.


B.Tech/M.Tech (Mechanical) in Automobile or Electrical
Work Experience

7 to 8 workshops (dealerships & TASS) in a state,15 to 20 Key accounts & STU( State Transport Undertaking)

3-7 years of experience in a technical and/or customer servicing role preferably in automobile , two wheeler , commercial & passenger ancillaries, heavy engineering .or other sectors

Tata Motors Leadership Competencies
Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
Leading Change - Recognizing the need for change, initiating and adapting to change
Driving Execution - Translating strategy into action and execution
Leading by Example - Encouraging and following ethical standards
Motivating Self and Others - Inspiring teams and individuals
Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
Functional Competencies
Knowledge of Automobiles
Strong analytical and Problem solving skills
Interpersonal Skill

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