To act as a centralized coordination and monitoring point (SPOC-like role) for fleet uptime assurance under FMS Pack-4. The CSC Executive ensures proactive vehicle monitoring efficient breakdown handling and seamless coordination with Tata Motors (TML) workshops and stakeholders to enhance customer uptime and satisfaction.
Deployment & Work Location:
- 6 days/week: Client Location (On-site support)
- For any administrative work reporting at base location – Manjambakkam
- Candidates residing / willing to relocate in and around OMR Chennai
Qualifications & Requirements
Education & Experience:
- Graduate / Diploma (Automotive / Mechanical preferred)
- 1–3 years of experience in fleet management / service operations / telematics
Technical Skills:
- Understanding of vehicle diagnostics and fault codes
- Knowledge of service workflows and workshop coordination
- Familiarity with telematics / FMS systems
- Language proficiency in English Tamil and Hindi (knowledge of Telugu is an added advantage)
Behavioral Skills:
- Strong coordination and communication skills
- Problem-solving and proactive decision-making
- Customer-centric approach
- Ability to work in a field and office hybrid model
Core Responsibilities
A. Fleet Monitoring & Service Planning
- Schedule preventive service alerts and ensure adherence to maintenance timelines
- Monitor real-time fault codes and initiate proactive actions for issue resolution
- Perform prognostic diagnostics to anticipate potential failures and minimize downtime
B. Breakdown & Ticket Management
- Manage end-to-end breakdown support including logging tracking and closure
- Handle ticket lifecycle management (opening monitoring and closing) within defined TAT
- Ensure timely escalation for unresolved issues requiring technical intervention from TML
C. Coordination & Stakeholder Management
- Coordinate with TML-authorized workshops for repair planning and execution
- Guide customers on parts availability and vehicle reporting readiness
- Act as a liaison between customer dealership and TML teams for seamless communication
D. Reporting & MIS
- Prepare and submit monthly MIS reports covering uptime breakdowns and performance metrics
- Track KPIs related to uptime assurance and highlight improvement opportunities
E. Customer Experience & Support
- Ensure high responsiveness and customer satisfaction through proactive communication
- Support uptime assurance initiatives aligned with fleet performance goals
Key Performance Indicators (KPIs):
- Fleet uptime percentage (as per contract SLA)
- Breakdown resolution turnaround time (TAT)
- Ticket closure efficiency (% within SLA)
- Customer satisfaction score (CSAT / feedback)
- Accuracy and timeliness of MIS reporting
Department: Fleet Management System (FMS) / Customer Success Center (CSC)
Reports To: Service Head / DKAM
Contact No : 8939880751
email id : [email protected] & [email protected]
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Commuter assistance
- Health insurance
- Leave encashment
- Life insurance
- Provident Fund
Work Location: In person
