Assistant Area Manager - Customer Care

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Jaipur; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Mahindra and Mahindra Limited in India seeks a field-service and dealership operations professional to drive customer satisfaction in the Automotive and Tractor business. You will lead quality product installations, resolve grievances across channels, and ensure warranty handling.

The role emphasizes dealer capability building, service planning, and achieving CSI benchmarks while expanding service offerings such as spares and accessories to sustain growth.

Qualifications

• Diploma or Bachelor's degree in Engineering with mechanical/automobile/agriculture focus.
• 4–7 years of experience in automobile/dealership/service environments.
• Familiarity with CRM systems and dealer relationship management.

Responsibilities

• Deliver quality product installations and services within timelines.
• Resolve customer grievances via workshop, Toll-free, social media and legal channels.
• Maintain warranty control, audits and dispute handling.
• Conduct field service activities for customers and ensure CSI.
• Ensure dealership profitability and sustainable service targets.
• Build dealer manpower capability and propagate business channels.

Skills

Communication Skills

Customer Sensitivity

Consumer Focus

Customer Relationship Management

Customer Support

Manpower Management

Dealer Relationship Management

Negotiation

Training & Development

Revenue Generation

SAP

Service Planning

Service Readiness Assessment

Team Building

Territory Coverage Optimization

Warranty Management

Designing Customer Experience

Service Orientation

Capability Building

Service Quality

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering Mechanical

Diploma in Engineering Automobile

Diploma in Engineering Agriculture

Bachelor of Engineering Mechanical

Bachelor of Engineering Automobile

Bachelor of Engineering Agriculture

Tools

SAP

Job description

Responsibilities & Key Deliverables

A. Customer Centric Role

• Quality Product installa on Tractor Service within Timeline & Quality .
• Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases)
• Product complaints resolu on with feedback to Plant HO. thru Field Technical reports.
• Ensure Reten on of Customers – Under warranty as well as Post warranty.
• Conduc ng field service ac vi es for customers.
• Ensure CSI amongst top in the industry.
• Warranty control, audit & dispute handling.
• Reduce vehicle down me & improve work quality.

B. Managerial Role-

• Ensure Dealership is Profitable & Sustainable Meet Organisa onal service Business targets like Spares , Lubes, accessories... etc.
• Capability building of dealers Manpower on technical skill and system & processes.
• Ensures Customer sa sfac on among Sales & Dealers to support the func on .
• Inclusion of Channels to propagate business at Dealership level as well as Organization

Preferred Industries

• Automobile
• Tractor

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture

General Experience

4-7 years of Experience

System Generated Core Skills

• Communication Skills
• Customer Sensitivity
• Consumer Focus
• Customer Relationship Management (CRM)
• Customer Support
• Manpower Management
• Dealer Relationship Management
• Negotiation
• Training & Development
• Revenue Generation
• SAP
• Service Planning
• Service Readiness Assessment
• Team Building
• Territory Coverage Optimization
• Warranty Management
• Designing Customer Experience
• Service Orientation
• Capability Building
• Service Quality
• Service Management