Senior Manager|Program Coordination|UVs|Sales| Marketing Customer Care|TMPV

Purpose of the Role

To prepare Service Brochure, COO Document, conduct Static & Dynamic Evaluations, coordinate Launch Readiness and Post Launch Service Support of New Launches. To ensure end to end Service Preparedness & Trouble-free New Products within Organizational Policies and Gen-3 Process Guidelines

Job Responsibility
• Identify Service related issues through Digital Mock-Up (DMU) Reviews
• Coordinate with different stakeholders regarding physical serviceability exercises & take-up identified issues with ProjectTeam
• Plan & execute Dynamic Evaluation of vehicle & take-up observations with Project Team, in order to Ensure Trouble-Free Product & Ease of Serviceability
• Prepare Cost of Ownership by benchmarking competition vehicles and present it to Key Stakeholders.
• Coordinate with Key Stakeholders to resolve the concerns, in order to Achieve competitive status with respect to benchmark
• Launch Readiness - Coordinate with various Stakeholders regarding availability of Special Tools, Serviceable Parts, Owners Manual, FreeService Policy, Warranty Policy, Service Manual, Diagnostic Software's, Electronic Parts Catalogue, Repair Time Scheduleprior to Launch
• Prepare & Recommend Service Circulars on New Launch
• Initiate Product Training to Service Trainers & Senior Customer Support (CS) Team through PPPM & ERC, in order to Ensure Service Preparedness, Post Launch Service Support.
• Compile, Monitor & Review closure of field issues through Product Support Team(PST)
• Drive timely actions on recurring Product Complaint with PPPM & ERC, in order to Stabilize the Product
• Prepare & share Service Brochure with PPPM & ERC and review inclusion of service requirements in Projects, to Ensure Service Requirements & Issues are addressed at Design Stage

Stakeholder Profiles & Nature of Interactions

Desired Candidate Profile

Education: Degree in Engineering in Mechanical or Automobile
• Relevant Experience : 6-10 Years of relevant experience
• Understanding of the Technicalities in the Service function.
• Ability and experience of coordinating with cross-functional teams to identify and initiate Root Cause Analysis (RCA)
• Understanding of Customer Touch Points in the Service Ecosystem and ability to connect and address Customer complaints.
• Experience in implementing service improvement initiatives and managing service quality standards.
• Familiarity with service management frameworks such as ITIL or Six Sigma.
• Proven record of achieving service-related KPIs and customer satisfaction targets.
• Multilingual skills to communicate with a diverse customer base.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.

Skills & Competencies Customer Centricity
• Driving Execution - Translating strategy into action and execution
• Result Oriented
• Ability to deal in ambiguity
• Effective Communication Skills