EV | Customer Care Manager

Responsibilities & Key Deliverables

Aftersales Support to all the customers(personal & fleet) of the Area through the respective Dealers and ensure higher Customer Satisfaction Index to all the customer.
• Prevent generation of Customer Complaints ( escalation) and identify root cause for the escalation and take preventive action at Dealership. If Customer Concern is generated then Resolution within minimum possible time.
• Ensure Vehicle delivery from Dealership with minimum TAT ( Turn Around Time),
• M&M Service Guidelines implementation i.e. Manpower Availability & Training, Infrastructure , Tools , Equipment , Process at the respective Dealership, Do regular audit to identify GAPs and take action with Dealership for GAPs closure
• To provide Technical Support for critical complaint on EVs where there is challenge from Dealership for resolution. Support on TARs raised by the dealership
• To conduct OJTs (On the Job Training) regarding field failures & their troubleshooting in respective dealerships & to nominate for different trainings held in Training Centre for developing EVs Competencies.
• To conduct regular ( weekly & Monthly) audit to ensure availability of minimum stock( fast moving) of spare parts in dealership. Discuss with dealer SPMs on their Inventory Management. Spare Parts Follow and Coordination with Warehouse (MEML and MADPL) for off road vehicle in workshop.
• Key Account Manager for the Fleet Customer Assigned to EV CCM and ensure their satisfaction and building rapport / relationship, tracking of their vehicle in dealership , to conduct Service Camps and Onsite Checkup through Dealers , to conduct training for Fleet manpower for their awareness on EVs , to conduct monthly meeting and resolve if any concern , to act as SPOC to respective fleet and provide all solution for their respective concern and need.
• Update to Plant on the Product Concern in field for new complaints or critical concern through structure report i.e. SCR. Closure of activity in field if any recall or upgrade are released.

Preferred Industries

Automobile

General Experience

3 - 5 years (Preferred Internal Field CC experience IC engines / Experience of Aftersales Activities & Process of Automobile Industry)

Education Qualification

B.TECH in Automobile/ Mechanical Engineering or Diploma in Automobile / Mechanical

Primary Skills-Functional (Differentiating Skills)
• Knowledge of IC Engines, Hybrid & Electric Vehicles & Automotive Technologies
• Aftersales Activities
• Process Implementation & Concern Resolution

Secondary Skills-Functional (Job Family Skills)
• Commitment To Customer Excellence
• Inventory Management
• Business Relationship With Cps

Behavioural Competencies/Skills
• Customer Focus
• Result Orientation With Execution Excellence
• Weaving Passion And Energy At Work