Key Responsibilities and Tasks:
Strategy and Development
- Develop and execute AMC, FMS, and KAM strategies and budgets for assigned states in line with overall service strategy.
- Initiate programs to improve customer service and satisfaction for Tata Motors.
- Design and implement promotional schemes and campaigns to drive service revenue through AMC and FMS.
- Coordinate with network management teams to expand service networks and optimize service capacity.
- Develop best practices in strategy, policies, processes, and procedures to enhance customer satisfaction and business performance.
- Design and implement innovative Fleet Care service processes to improve customer experience.
Execution and Review
- Plan and execute AMC-FMS-KAM strategy aligned with business standards.
- Review customer complaints and resolution times; provide support to field teams.
- Monitor service network targets and ensure adherence to safety norms and standards.
- Review progress on action plans with state office teams and provide necessary support.
- Support digital initiatives (Fleetedge, E-Dukan, Bandhu) to improve service and spares penetration.
- Analyze field inputs, market research, and customer feedback to guide service initiatives.
Relationship Management
- Build and maintain strong relationships with internal and external stakeholders.
- Collaborate and negotiate with key stakeholders to ensure compliance with the customer care strategy.
- Communicate technology changes and recommend solutions to optimize cost without compromising service or quality.
