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Channel Service Manager

3 weeks ago

Hubli, Karnataka, India Tata Motors Full time

1. 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

2. 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.

Stakeholder Profiles & Nature of Interactions

Internal:

State Service Manager

Drive after-sales revenue through Service Network - update and seek support on need basis

RTSM Product Line

Provide inputs specific product issues

RPM Service Network

Drive spare parts sales through service network

Sales Team (TSMs/SPMs)

Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team

Technical product issues

SHQ

Claims resolution

Prolife team

Support on market share improvement/prolife sales improvement

Sales Team (TSMs/SPMs)

Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team

Technical product issues

External:

Customer

Issue resolution and engagement

Dealership team

Issue resolution & overall dev towards companys goal achievement

Technical Institutes(ITIs/DTIs)

Skill development Programs