Tata Motors Ltd
work Experience: Currently Working with M/S. TATA MOTORS LTD
Department: Customer Support After Sales, Passenger Car business unit
Designation: State Head Service-Tamil Nadu Chennai.
Work Experience: April 2007 - Present
Job Responsibility: To enhance customer satisfaction through implementation of service quality at all workshops and achieve better CSI through our CSMs Implement the Operating standards and identify dealer key performance indicators(KPIs).
Communicate the KPIs to dealers, set criteria for measurement of KPIs. To ehnahce customer experience during his visit to workshops
Monthly Analysis of Dealers Profitability and planning with dealer principle for arresting gap and improving profitability
Check the infrastructure standards from time to time and recommend corrective actions in order to improve the DQCTC Score. Post-sales-Auditing and getting periodic reports on dealer operating standards, monitor infrastructure standards, assess areas of customization/improvement and recommend action plan in order to Improve the dealers capabilities in satisfying the customers.
To Plan and execute JDP activities and conducting JDP customer meets and ensure the satisfaction of JD customers to achieve the score in Internal & syndicate survey. Monthly review with Dearler principle and GM for improving customer experience and analysis of any customer dissatisfaction
To manage and motivate the CSMs and Dealers for better workshop performance and revenue generation through customer satisfaction. Service Marketing(AMC/Extwty/24X7 policy) Targets roll out and plan & review with team for achievement of Targets Conducting Service Promotional activities namely Service camp, Chauffeur training, Voice of Customer Meet, Corporate Customer Visits and Complaint customer visits.
To increase the service load, arranging campaigns for loyal customers, customers who have not visited the work shops for last 6 to 18 months, free service camp, paid service locality camps, pre-monsoon check up camp, a/c check up camp, pollution check up camp.
Balance score card for FY preparation with team and monitoring performance and reviewing with dealer principle for achieving the BSC parameters
Tata Motors Insurance Business Renewal and Roll over targets roll out and promotions