Senior Manager-Service SCVPU (Delhi,NCR & Haryana)-SCV and Pickups Business-TMCV

Purpose of the Role

This position will be responsible for delivering customer operational objectives of the organization. Providing high levels of support to network, resolving customer issues, facilitate service and spare parts sales, after-sales revenue and drive high customer satisfaction and through service network

Job Responsibility

1. Customer Management:

Drive customer issue resolution and escalations in a timely manner

Facilitate product deliver and availability of product by ensuring training, process adherence, costs and delivery

Drive customer satisfaction by monitoring feedbacks and taking corrective actions

Assist in the modernization of service partners to improve processes, faster turn arounds and deliver better customer experiences

Formulate and assist dealer service campaigns, customer meets, feedback processes and new product introductions

Drive sales and inflow with service partners through workshops and marketing activities: service campaigns and recon campaigns.

Improve paid services revenue at service partners with target schemes: discount coupons, dealer-labour AMC, fitness certificate

Drive the accidental business turnover through initiatives: cashless insurance tie-ups, Tata Motors Insurance, parts support

Proactively follow-up on warranty and AMC repairs and ensuring all processes are followed with regards to vehicle repairs process and payments

Established safety protocols in all workshops conducted. Audit all service processes to ensure compliance as per company standards

Increasing silver & gold certified technicians in workshops

Conduct workshop assessment report bi-annually to improve the process and infrastructure with service partners and enable grading accordingly

2. People Management:

Ensure strong communication between teams to facilitate exchange of information and in order to implement change and improvements

Provide trainings support to service partner on specialty tools, send mechanics to training center when needed

Coordinate and execute pre-delivery inspection training

Facilitate trainings of new products and tools to ensure service partners are well prepared.

Stakeholder Profiles & Nature of Interactions

Internal:

State Service Manager

Drive after-sales revenue through Service Network - update and seek support on need basis

RTSM Product Line

Provide inputs specific product issues

RPM Service Network

Drive spare parts sales through service network

Sales Team (TSMs/SPMs)

Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team

Technical product issues

SHQ

Claims resolution

Prolife team

Support on market share improvement/prolife sales improvement

Sales Team (TSMs/SPMs)

Critical Customer issue resolution, joint visit to customers to build up engagement

Plant Technical/Quality team

Technical product issues

External:

Customer

Issue resolution and engagement

Dealership team

Issue resolution & overall dev towards company’s goal achievement

Technical Institutes(ITIs/DTIs)

Skill development Programs

Desired Candidate Profile

  • Education Bachelors Degree (B.Tech in mechanical /Automobile/Electrical Preffered)
  • Relevant Experience: 5 – 7 Years
  • Experience in Automobile Industry

Skills & Competencies

  • Problem Solving Skills
  • Customer Driven
  • Sales Skills
  • Administrative Skills
  • Interpersonal Skills
Tata Motors is an Equal Opportunity Employer, committed to a fair and transparent hiring process. All recruitment decisions are based strictly on Merit, Role alignment, and Business requirements. It does not solicit or accept any form of payment or gratuity from candidates at any stage of the recruitment process. Any such request received should be considered fraudulent and reported immediately.

About Tata Motors:

Part of the USD 180 billion Tata group, Tata Motors Limited (BSE: 500570; NSE: TATAMOTORS), a USD 52 billion organization, is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks, and buses, offering an extensive range of integrated, smart, and e-mobility solutions. With ‘Connecting Aspirations’ at the core of its brand promise, Tata Motors is India’s market leader in commercial vehicles and ranks among the top three in the passenger vehicles market.

Tata Motors strives to bring new products that captivate the imagination of GenNext customers, fuelled by state-of-the-art design and R&D centres located in India, the UK, the US, Italy, and South Korea. By focusing on engineering and tech- enabled automotive solutions catering to the future of mobility, the company’s innovation efforts are focused on developing pioneering technologies that are both sustainable and suited to the evolving market and customer aspirations. The company is pioneering India's Electric Vehicle (EV) transition and driving the shift towards sustainable mobility solutions by developing a tailored product strategy, leveraging the synergy between Group companies and playing an active role in liaising with the Government of India in developing the policy framework.

With operations in India, UK, South Korea, Thailand and Indonesia, Tata Motors markets its vehicles in Africa, the Middle East, Latin America, Southeast Asia, and the SAARC countries. As of March 31, 2025, Tata Motors’ operations include 93 consolidated subsidiaries, two joint operations, four joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.

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