Tata Motors - Manager/Senior Manager - Customer Support (2-7 yrs)
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 the framework 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
c) Assisting the dealers in conducting the service campaigns.
- Customer meets as per the requirement and potential in the territory
d) Ensuring pre-delivery service is undertaken by dealership to limit warranty costs
e) Audit the service processes to ensure compliance
f) Adoption and implementation of new technologies to facilitate faster turn around and good customer experience
g) Continuous monitoring of customer satisfaction through post service feedback and taking necessary actions
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