Customer Care Manager

Mahindra And Mahindra Ltd.; Bhopal; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Mahindra And Mahindra Ltd. is seeking a Service Operations professional to analyse technical complaints, oversee repairs and warranty processes, and ensure service standards are implemented across channel partners.

The role emphasizes training of service managers, coordinating with channel partners, and maintaining spare parts inventory to support dealer profitability and customer satisfaction.

Qualifications

• Diploma or BE in Engineering with mechanical focus.
• Experience in automotive service management and warranty handling preferred.
• Ability to coordinate with channel partners and service managers.

Responsibilities

• Analyse technical vehicle complaints and propose corrective actions.
• Rectify defects in vehicles and overhaul aggregates.
• Maintain and manage internet-based warranty processes.
• Ensure service processes are implemented at channel partners.
• Develop secondary channel for service and parts sales.
• Provide feedback on company and competitor products.
• Train service managers and field teams.
• Support strategic customers with channel partners and service initiatives.
• Ensure timely spare parts orders to maintain inventory and meet targets.
• Manage spare parts inventory and service guarantees at dealerships.
• Make monthly visits to ASC and monitor performance with ASC coordinator.
• Coordinate monthly service camps and customer visits; update M Response data.

Skills

Warranty management

Channel partner training

Spare parts inventory

MIS reporting

Service operations

Technical complaints analysis

Dealership supervision

Customer service support

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Job description

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