Area Customer Care Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] seeks a seasoned service professional to manage field complaints, warranty, and dealer network processes. You will drive parts inventory, train service managers, and support strategic customers through channel partners.

Responsibilities include ensuring profitable workshops, MIS reporting, and monthly ASC visits with the coordinator and service camps to meet targets.

Qualifications

• Engineering degree or diploma with focus on service operations.
• 5+ years in service management or field service roles.
• Experience in dealer network and parts logistics is a plus.

Responsibilities

• Analyze technical complaints from the field and propose fixes.
• Rectify defects and overhaul vehicle aggregates as needed.
• Maintain internet-based warranty and enforce service processes at partners.
• Develop secondary channel and parts sales through the network.
• Train service managers and guide partners on operations.
• Provide special service support for strategic customers with partners.
• Monitor spare parts orders to ensure inventory targets are met.
• Manage MIS on service and spare parts inventory; monitor workshop profitability.
• Conduct monthly ASC visits with the coordinator and run service camps.

Skills

Customer Sensitivity

Service Orientation

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Job description

Job Description:

Responsibilities & Key Deliverables

Analyse the technical complaints of the vehicle in the field.Rectify defects in vehicles / overhaul aggregates.Maintain and handle internet based warranty.Ensure implementation of service processes at channel partners.Development of secondary channel.Feed back on companys as well as competitors products.Training of service managers.Work out special service support for strategic customers with channel partners.Ensure execution of spare parts order by all channel partners for sufficient inventory and for meeting spare parts target.Secondary network for spare parts sales.Guide channel partners for manpower/facilities/equipment optimisation.Ensure profitability of workshops of channel partners.MIS on service.Spare parts inventory management.Manging service gaurantee at the dealership.Monthly visit to ASC and monitor his performance along with ASC coordinator.Service camps on monthly basisc.Monthly visits to customer and update M Response data

Education Qualification

• Diploma in Engineering
• Bachelor of Engineering
• Diploma in Engineering in Mechanical

General Experience

5 years and above

System Generated Core Skills

• Customer Sensitivity
• Service Orientation
• Service Management

System Generated Secondary Skills

• Consumer Focus
• Dealer Relationship Management
• Service Planning