Senior Manager - Regional Customer Care

Purpose of the RoleThe role will be responsible for deploying & monitoring the Customer Care activities & Service processes at Channel partner workshops; providing technical support and handling customer complaint escalations; to enhance customer satisfaction, promote retention tools and monitor workshop performance & revenue aspects; Conduct workshop audits for Manpower, Infrastructure & Process compliances as per organizational policies & drive continuous improvementJob ResponsibilityJob Responsibility1. Customer SatisfactionDeploy & Monitor Service Process & Customer Satisfaction Audit and implement action plan for process improvement. 2. Complaints ManagementActions to reduce complaint generation & deploy internal review mechanismMonitor Escalations & handle resolutions for Satisfactory closureMonitor & internally escalate for support for timely complaints closure3. Workshop Productivity Monitor & review productivity status for improvement.Analyze Workshop Revenue performance & suggest improvement strategies to Channel PartnersCo-ordinate with RPM for Parts SupportReview & analyse Revisits of customers4. Service Marketing & Customer RetentionTrain & Promote sale of Customer Retention productsSuggest Customer Reach & inflow enhancement strategies to Channel PartnersWorkshop COB Coordination & activation5. Technical CoordinationCoordinate with RTSM for Tech Support requirements Coordinate for JIR(Joint Investigation Report) & technical feedback to plantEnsure speedy completion of Updation campaigns Identify training gaps, nominate CP manpower for courses and monitor certification status Stakeholder Profiles & Nature of InteractionsComplaints Team:Tracking Complaint status for TAT & Quality Closures Coordinate for issues on complaint assigning & reopenReview and updating critical customer complaintService Process & Service MarketingTrack Sale of service marketing productsCoordinate AMC EW Claims Approvals Follow up for Claim Settlement to Channel PartnersAdarsh audit & COB audit reportingSpare PartsSupport for parts requirement on urgent basis.Tracking Spares & BTST consumption & OrderingSTSCustomer feedback on product performance and support for field on customer complaints. Revisit monitoring, Warranty support, updation campaign progress reportingATCTraining requirement and nominations for assessment & Certification.LegalCommunications on legal cases details & follow up. Desired Candidate ProfileEducation - BE in Mech / Elec / AutomobileRelevant Experience : 4-15 YearsIndustry: AutomobileSkills & CompetenciesSkills –Experience working in an automobile industry, technical competency, Customer handling, Channel Management, Negotiation & conflict management