Introduction
At Tata Motors, we’re shaping the future of mobility with cutting-edge solutions. We are seeking an Executive-Customer Support professional to lead after-sales operations, drive customer satisfaction, and achieve organizational goals. Join a team committed to delivering exceptional service and innovative solutions in the automotive industry.
Table of Contents
Role Overview
The Executive-Customer Support role at Tata Motors focuses on achieving customer operational objectives, resolving customer issues, improving after-sales revenue, and ensuring high levels of customer satisfaction through an effective service network.
Key Responsibilities
Customer Management
- Resolve customer issues and escalations in a timely manner.
- Ensure product availability by managing training, processes, costs, and delivery.
- Drive customer satisfaction by collecting feedback and implementing corrective actions.
- Modernize service partners to improve processes and customer experiences.
- Organize dealer service campaigns, customer meets, and product introduction initiatives.
- Increase after-sales revenue through service campaigns and recon activities.
- Enhance accidental business turnover through cashless insurance tie-ups and support programs.
- Follow up on warranty and AMC repairs while ensuring adherence to vehicle repair processes.
- Audit service processes to ensure compliance with company standards.
People Management
- Facilitate communication between teams to drive process improvements.
- Provide training to service partners on tools, techniques, and new products.
- Coordinate pre-delivery inspection training and product-specific workshops.
Stakeholder Interactions
Internal Stakeholders
- State Service Manager: Drive after-sales revenue and seek support when needed.
- RTSM Product Line: Provide input on specific product issues.
- Sales Team: Collaborate on customer issue resolution and joint visits for engagement.
- Plant Technical/Quality Team: Address technical product issues.
External Stakeholders
- Customers: Address issues and build engagement.
- Dealership Teams: Collaborate on issue resolution and goal achievement.
- Technical Institutes: Organize skill development programs.
Desired Candidate Profile
Education
Bachelor’s Degree in Mechanical, Automobile, or Electrical Engineering (preferred).
Relevant Experience
5–7 years of experience in the automobile industry.
Skills & Competencies
- Problem-solving skills
- Customer-driven approach
- Sales skills
- Administrative and interpersonal skills
- Field service expertise
Conclusion
This Executive-Customer Support role at Tata Motors provides an excellent opportunity to enhance customer satisfaction and revenue while advancing your career in the automobile industry. Join Tata Motors to be part of an innovative and customer-focused team shaping the future of mobility.