Head - Customer Care - Electric Vehicles Role Objective The role is responsible for designing and overseeing the implementation of after-sales (service) strategy in line with overall Electric Vehicles strategy and driving the team to deliver best in class service experience to customers ensuring satisfied and delighted customers within organizational policies and government/ statutory norms Responsibilities &amp; Key Deliverable -&nbsp; - Contribution to planning - Field Service Management 1. Work with Product line heads and SMCC head to plan and execute service strategy and budget in line with the overall business strategy and priorities 2. Plan the deployment of field service team to cater to dealership network &amp; customer demand. Identify and execute initiatives to improve customer service and drive CSI score for the company's EV range 3. Coordinate with Network Management team to strategize the network expansion for better customer reach and service capacity optimization - Spare Parts Business 1. Coordinate with spare parts division for Planning &amp; distribution to maximize reach and spare parts availability &amp; revenues. (End to End including Battery systems &amp; products) - Service Strategy and Planning &amp; Execution 1. Provide design and implementation of best-in-class Service Processes to ensure enhanced customer experience through innovative offerings 2. Ensure implementation of service strategy &amp; key action points on daily/weekly &amp; monthly basis Key actions and decisions (Long term and Short term) - Field Service Management 1. Monitor and review customer complaint reports and resolution time on a periodic basis - provide support to Field Service team as and when required 2. Monitor &amp; review regularly the KRA's of field service team &amp; give them feedback about improvements to ensure achievement of company targets &amp; objectives. 3. Review and monitor the updates on the channel partner profitability, productivity on the periodic basis 4. Engage with channel partners on regular basis to keep them aligned with the business priorities 5. Provide inputs on the extent of involvement (infrastructure and manpower support) and future expansion plans of service network for domestic market - Service Technical Support 1. Monitor product performance feedback received by Service Technical Support team 2. Direct Service Technical Support to provide timely feedback to product line heads 3. Review warranty incident &amp; costs on the regular basis 4. Guide Service Technical Support team to ensure readiness for new product launches in terms of tools, manuals, and diagnostics - Service Strategy and Planning Execution 1. Monitor process audit reports, implementation of action plans and improvement levels on the periodic basis through service planning team - Training and Certification 1. Review Training and Certification programs in view of industry benchmarks 2. Review assessment and certification status on regular basis; provide support on the need basis 3. Review training capacity, resource utilization status and assessment &amp; certification status and provide the necessary support 4. Provide manpower at the service center are adequately trained and certified for the necessary skills to ensure customer satisfaction levels Key Performance Indicators: 1. Customer satisfaction score 2. Service revenue 3. TAT for issue resolution 4. New initiatives 5. Spare parts revenue Qualification - B.Tech/ B.E.- Automobile/ Mechanical/Production/Electrical

Mumbai

Head - Customer Care - Electric Vehicles 

Head - Customer Care - Electric Vehicles  ,Job Description for Head - Customer Care - Electric Vehicles  in Peoplestrong in  Mumbai for (15-25) years of experience. Apply Now!

Job Description for Head - Customer Care - Electric Vehicles  in Peoplestrong in  Mumbai for (15-25) years of experience. Apply Now!