Assistant Manager

Mahindra And Mahindra Ltd.; Kolkata District; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Mahindra And Mahindra Ltd. seeks a Customer Care professional to lead dealer management, field service delivery, and spare parts/warranty operations across channel partners in India.

You will implement standardized service processes, train technicians, and address critical customer issues to improve satisfaction and dealer profitability. The role requires domain knowledge in tractors and agri implements, with experience in service schemes and CRM.

Qualifications

• Bachelors in engineering or diploma in mechanical/automobile/agriculture with relevant domain knowledge.
• Experience in field service, dealer network, or CCM role is preferred.
• Knowledge of service schemes, warranties, and spare parts operations is a plus.

Responsibilities

• Oversee customer care processes across dealer management, on-field service delivery, spares, lubes, and warranty management.
• Implement service processes and systems at channel partner level.
• Standardize service infrastructure and manpower at dealer level.
• Train service mechanics for problem solving and debottlenecking at dealerships.
• Address critical customer complaints and measure customer satisfaction.
• Improve dealer profitability through service schemes and AMC programs.
• Meet spare targets and coordinate timely spare parts orders with channel partners.
• Drive CSI score improvement and feedback on new service schemes to management.
• Provide product feedback to HO Product Monitoring Cell and ensure warranty claims adherence.
• Establish and service infrastructure at new dealerships and conduct periodic audits.
• Train dealers and workshop staff on product knowledge and service processes.

Skills

Change Management

Channel Strategy

Consumer Focus

Customer Relationship Management

Product Knowledge & Application

Service Management

Education

B.Tech/B.E. Mechanical

B.E. Automobile

B.E. Agriculture

B.Tech/Agriculture

Diploma in Engineering (Mechanical)

Diploma in Engineering (Automobile)

Diploma in Engineering (Agriculture)

Tools

CRM systems

Job description

• Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.
• Implementation of all processes and systems related to the service function at channel partners level.
• Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.
• To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.
• To attend and resolve the critical customer complaints and measure of customer satisfaction level.
• To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.
• Ensure meeting spare targets of all channel partners and company promoted oil targets.
• Ensure coordination for timely spare parts orders execution for channel partners.
• Ensure dealer CSI score targets are met by driving improvement action plans.
• To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.
• To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell.Ensure warranty claims process adherence at the channel partners level.
• To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.
• Conducting service audits periodically as per the company norms.Ensure Product training of the dealer, workshop manager and service mechanics.

Preferred Industries

Agriculture Implemen

Education Qualification

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

General Experience

1-4 Years of relevant experience as CCM

Critical Experience

Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues

System Generated Core Skills

Change Management

Channel Strategy

Consumer Focus

Customer Relationship Management (CRM)

Product Knowledge & Application

Service Management

System Generated Secondary Skills

Job Segment: Engineer, Field Service, Engineering, Manufacturing