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Executive-Fleet Care Group-Trucks&Passenger South-Trucks and Passenger Zones-TMCV

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Tata Motors

15d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1

AI generated summary

  • You need a B.Tech in Mechanical/Automobile/Electrical, 5-7 years in the automobile sector, plus skills in problem-solving, customer focus, sales, administration, and interpersonal relations.
  • You will manage customer issues, improve service partner processes, drive sales and revenue, ensure compliance, and provide training to enhance workshop performance and technician skills.

Requirements

  • Education Bachelors degree (B.Tech in mechanical/Automobile/Electrical)
  • Relevant Experience :5 – 7 Years
  • Experience in Automobile Industry
  • Problem Solving Skills
  • Customer Driven
  • Sales Skills
  • Administrative Skills
  • Interpersonal Skills

Responsibilities

  • 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.
  • 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.

FAQs

What is the primary responsibility of the Executive-Fleet Care Group?

The primary responsibility of the Executive-Fleet Care Group is to deliver customer operational objectives by providing high levels of support to the service network, resolving customer issues, facilitating service and spare parts sales, and driving high customer satisfaction.

What qualifications are required for this position?

A Bachelor's degree in Mechanical, Automobile, or Electrical Engineering is required, along with 5 to 7 years of relevant experience in the automobile industry.

What type of skills are essential for this role?

Essential skills for this role include problem-solving skills, customer-driven approach, sales skills, administrative skills, and interpersonal skills.

Who are the key internal stakeholders this position interacts with?

Key internal stakeholders include the State Service Manager, RTSM Product Line, RPM Service Network, Sales Team (TSMs/SPMs), Plant Technical/Quality team, SHQ, and Prolife team.

What are some key external interactions for this role?

Key external interactions include engagement and issue resolution with customers, collaboration with dealership teams, and coordination with technical institutes for skill development programs.

How does this role contribute to customer satisfaction?

This role contributes to customer satisfaction by driving issue resolution, improving processes, facilitating training, and implementing service campaigns that enhance customer experiences.

Is experience in the automobile industry necessary?

Yes, relevant experience in the automobile industry is necessary for this position.

What strategies are used to drive paid services revenue at service partners?

Strategies to drive paid services revenue include target schemes such as discount coupons, dealer-labour AMC, and fitness certificates, as well as proactive follow-up on warranty and AMC repairs.

How often are workshop assessment reports conducted?

Workshop assessment reports are conducted bi-annually to improve processes and infrastructure with service partners and enable grading accordingly.

What kind of training support is provided to service partners?

Training support includes specialty tools training, pre-delivery inspection training, and training on new products and tools to ensure service partners are well prepared.

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Tata Motors

Manufacturing & Electronics
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

​Tata Motors Group (Tata Motors) is a leading global automobile manufacturing company. Its diverse portfolio includes an extensive range of cars, sports utility vehicles, trucks, buses and defence vehicles. The Tata Motors Group’s over 80,000 employees are guided by the mission “to innovate mobility solutions with passion to enhance quality of life".