Senior Manager - Service & Process

Purpose of the Role

• To monitor, track and support THD complaints at primary level
• To segregate cases and assigning the job to next level
• Closure of complaints & feedback to next level

Job Responsibility

• Monitor the THD complaints and proactive support to field for resolution of vehicle issues
• Segregate the cases and assigning the job to respective agencies, RTSMs/COC and track till closure
• Ensure closure of complaints within TAT
• Identify new failure modes and provide feedback to next level

Stakeholder Profiles & Nature of Interactions

Internal: COCs (Command Center) RTSM (Field) Product Analyst/Support Team (STS) External: Channel Partners – DETs, Technicians (dealer)

Desired Candidate Profile

• Qualification – BE / B.Tech

Work Experience

• Minimum - 3 years
• Maximum - 12 years.

Skills & Competencies

Technical Skills –

• Hands on experience in automotive service
• Vehicle diagnostic capability/skills
• Application and usages vehicle diagnostic systems & equipment

Other Skills –

• CRM, MS Excel, MS Power Point and other necessary Web based computer applications
• Comfortable to handle fast paced, dynamic environment and manage multiple priorities
• Collaboration – Strong team player.

Tata Motors Leadership Competencies (If applicable) -

• Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
• Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
• Leading Change - Recognizing the need for change, initiating and adapting to change
• Motivating Self and Others - Inspiring teams and individuals

Vehicle diagnostics