Assistant Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Kolkata District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Mahindra and Mahindra Limited is seeking a Customer Care Manager to oversee dealer management, on-field service delivery, spares and warranty management across channel partners. The role focuses on implementing service processes, ensuring standardized infrastructure and trained manpower, while driving customer satisfaction and dealer profitability.

Candidate will guide training of service mechanics, monitor CSI scores, and coordinate timely spare parts orders, with exposure to farm equipment and

Qualifications

• Engineering graduates or diploma holders with relevant mechanical/farm equipment background.
• Exposure to service processes in automotive or agricultural implements preferred.
• Willingness to travel and manage dealer networks across districts.

Responsibilities

• Oversee customer care processes across dealer management, on-field service delivery, spares, lubes, and warranty management.
• Implement service processes and systems at channel partners for consistency and quality.
• Ensure standardized service infrastructure, facilities and skilled manpower at partner locations.

Skills

Change Management

Channel Strategy

Consumer Focus

Customer Relationship Management (CRM)

Product Knowledge & Application

Service Management

Education

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

Job description

Job Description:

Responsibilities & Key Deliverables

1. Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.
2. Implementation of all processes and systems related to the service function at channel partners level.
3. Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.
4. To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.
5. To attend and resolve the critical customer complaints and measure of customer satisfaction level.
6. To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.
7. Ensure meeting spare targets of all channel partners and company promoted oil targets.
8. Ensure coordination for timely spare parts orders execution for channel partners.
9. Ensure dealer CSI score targets are met by driving improvement action plans.
10. To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.
11. 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.
12. To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.
13. Conducting service audits periodically as per the company norms.Ensure Product training of the dealer, workshop manager and service mechanics.

Preferred Industries

• Agriculture Implemen
• Automobile

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