Senior Manager - Customer Service Manager (Automobile)

Role overview

This position is focused on leading customer service and care activities for passenger vehicles. The role centers on coordinating service operations, rolling out customer care initiatives, offering technical guidance, and resolving customer issues at workshops. The goal is to improve customer satisfaction and strengthen dealer engagement while staying within company policies and applicable government or statutory requirements.

Key responsibilities

• Create, recommend, and implement plans to improve vehicle retention and increase workshop inflow.
• Review service processes, identify gaps, and drive corrective actions to improve performance.
• Develop and manage service level agreements between channel partners and fleet customers.
• Track inflow growth and channel partner satisfaction, including pending claims and approvals related to payment release.
• Monitor body shop conversions, productivity, and new improvement initiatives.
• Run customer connect programs in coordination with channel partner service teams and marketing teams.
• Measure service parameters regularly and take steps to improve them.
• Ensure channel partners meet service marketing targets and distribute dealer manpower incentives as required.
• Support technical service activities, spare parts coordination, and training-related needs.
• Contribute to Joint Investigation Reports and share useful feedback with the plant for complaint closure.
• Work with RPM to improve parts availability and monitor VOR percentage at channel partners.
• Review and approve part failure claims.
• Handle service activities for corporate and fleet customers.
• Coordinate closure of escalated complaints from corporate and fleet accounts with relevant stakeholders.
• Ensure workshops serving fleet customers have the required SPOCs and exclusive bays available.
• Track key service metrics across 12 fleet cities and support the field team with action plans.

Challenges and improvement areas

• Resolve customer complaints in coordination with channel partners.
• Escalate product-related concerns through DIR and CCIR channels and communicate updates back to the channel partner.
• Identify training gaps, nominate channel partner staff for training programs, and monitor certification progress.

Stakeholder interaction

Internal stakeholders:

• Service Process teams: auditing service progress and reviewing critical complaints.
• Service Marketing: tracking service marketing performance.
• Productivity teams: updating workshop, body shop, and spare parts progress, including urgent parts support.
• SE&TS: collecting product feedback, supporting field complaint handling, warranty support, and plant visits.
• ATC: assessing training needs, conducting training, and supporting certification.
• Customer Experience: updating complaint status and supporting CUP 52 parameter deployment.
• Legal: sharing case details and following up on legal matters.

External stakeholders:

• Customers: gathering service experience and product feedback, and responding to concerns.
• Vendors: supporting field issues and case-specific requirements.
• Dealers: reviewing performance progress and addressing concern areas.
• Suppliers: coordinating support for camps, schemes, and field requirements.
• Corporate and fleet customers: maintaining regular contact to deliver customized service solutions.

Candidate profile

The role requires experience in the passenger vehicle or car segment and a strong customer-focused mindset. The selected professional should be comfortable providing technical support, managing complaints, and driving timely resolution in the automobile service environment.

Education and experience

Only full-time B.E./B.Tech qualifications are acceptable; part-time degrees are not valid for this role. Applicants should have 3 to 15 years of relevant experience in the automobile industry.

Skills and competencies

• Strong customer orientation
• Service operations management
• Complaint handling and escalation management
• Technical service support
• Dealer and channel partner coordination
• Fleet customer servicing
• Workshop process improvement
• Training coordination and certification tracking
• Spare parts coordination
• Performance monitoring and reporting
• Cross-functional stakeholder management

Additional information

Work is to be performed in Patna, India. No stipend or salary amount was stated in the source. No vacancy count, joining timeline, or application deadline was provided.