Purpose Of The Role

To ensure smooth launch and ensure completions of all serviceable deliverables before launching of new product, new vehicle systems, features and service processes.

• To ensure service readiness for all new products or vehicle systems before launch
• To coordinate and lead new program management and process service engineering functions
• To coordinate with various stake holders involved in new program – Product line, ERC, Plant & marketing
• To coordinate with various internal Customer Carestake holders for preparedness new launches – SPD, Training, Field Service, Service Marketing
  
  

Job Responsibilities

• Ensure smooth launch of new product by completing all service deliverables as per program time lines
• Coordinate with other stake holders like Product Line, ERC, Plant for service scope, requirements & deliverables.
• 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 PL & ERC and review inclusion of service requirements in Projects, to Ensure Service Requirements & Issues are addressed at Design Stage
• Review and ensure timely closure of various proposals - VAVE, DFS, DSR, Service Process, Special Tools/Equips
• Plan & execute Dynamic Evaluation of vehicle & take-up observations with Project Team, in order to Ensure Trouble-Free Product & Ease of Serviceability
• Plan for SAM (Serviceability & maintainability), VLO (vehicle lay out), Customer Touch point evaluations of new products and aggregates at all stages, also Identify & evaluate special tools, repair process on new products, provide feedback to respective stakeholders In order to ensure trouble free operation, ease of repair
• Perform repair time study on existing & new jobs to evaluate work contents, service jobs, repair time etc and provide inputs to respective stakeholders (System/Warranty/NPM) and release Job Codes
• Coordinate with internal stakeholders for launch readiness and deliverable as per timelines such as vehicles and aggregates, training contents, training, technical literatures, spare parts, special tools etc.
• Prepare Cost of Ownership by benchmarking competition vehicles and present it to Key Stakeholders.
• Initiate Product Training to Service Trainers & Senior Customer Support (CS) Team through PL & ERC, in order to Ensure Service Preparedness, Post Launch Service Support.
• Development of new service product, special tools based on field service requirements by aiding design concepts through vendors & suppliers. Conduct joint evaluation & trials of new service products with various stake holders.
• Prepare, recommend & release training aids, circulars on new service products. In order to enhance the capability of channel partners, aid in improving productivity & quality repairs.
• Ensure up keeping of Tech Center facility tools, equipment by parodic maintenance, calibration and certification, in order to maintain proper utilization, safe & better working condition in Tech Centre.
  
  

Internal

Stakeholder Profiles & Nature of Interactions:

Plant: Product Line, ERC, Plant, P&SQ

Customer Care: SPD, Service Marketing, Training

External

Channel Partners – Dealers, Vendors

Desired Candidate Profile

• Education: Degree in Engineering in Mechanical or Automobile
• Relevant Experience : 6-10 Years of relevant experience
• Understanding of new program stages and deliverables
• 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)
• 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

• Technical Skills –
• MS Excel, MS PowerPoint, SAP, CRM
• Other Skills –
• Strategic Thinking- short and long term planning
• Analytical skill –Capability to analyse data, identify trends and proactively takes decisions.
• Comfortable to handle fast paced, dynamic environment and manage multiple priorities.
• Collaboration – Strong team player.
• Negotiation Skills – Objection Handling
• Tata Motors Leadership Competencies -
• Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
• Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
• Driving Execution - Translating strategy into action and execution
• Leading by Example - Encouraging and following ethical standards
• Leading Change - Recognizing the need for change, initiating and adapting to change
• Motivating Self and Others - Inspiring teams and individuals