Assistant Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Kolkata District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Mahindra and Mahindra Limited (Automotive and Farm Equipment) is seeking a Customer Care Manager to oversee dealer management, on-field service delivery and warranty management. You will implement service processes at partner locations, ensure standardized infrastructure and train service staff for technical issues.

The role focuses on improving customer satisfaction, dealer profitability through service packages and AMC programs, and coordinating timely spare parts orders across channel

Qualifications

• Candidates should have experience in service management and dealer handling.
• Knowledge of spare parts, oil business and warranty processes preferred.
• Strong focus on customer satisfaction and process standardization.
• Ability to train service staff and drive improvements at dealer level.
• Familiarity with CRM tools and field service management concepts.
• Industry knowledge in agriculture implements and automobiles is advantageous.

Responsibilities

• Oversee customer care processes: dealer management, on-field service delivery, spares/oils/warranty management.
• Implement service processes and systems at channel partners, ensuring uniformity.
• Ensure standardized service infrastructure and skilled manpower at partners.
• Lead on-the-job training for service mechanics to tackle technical problems.
• Attend and resolve critical customer complaints and monitor satisfaction.
• Enhance dealer profitability via service packages, coverage improvements and AMC programs.
• Meet spare targets and oil targets for all channel partners.
• Coordinate timely spare parts orders with channel partners.
• Drive dealer CSI targets and implement improvement plans.
• Provide feedback on new service schemes and defects to HO Product Monitoring.
• Ensure warranty claims adherence at channel partner level.
• Set up service infra and processes at new dealerships; conduct audits.
• Provide product training to dealers, workshop managers and mechanics.

Skills

Change Management

Channel Strategy

Consumer Focus

CRM

Product Knowledge

Service Management

Education

Bachelor of Technology

Bachelor of Engineering

Diploma in Engineering

B Tech Mechanical

B Tech Automobile

B Tech 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