Customer Care Manager

Mahindra And Mahindra Limited; Bhopal; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Mahindra And Mahindra Limited in India seeks a Customer Care Manager to analyze technical vehicle complaints and rectify defects. You will ensure warranty implementation and oversee service processes at channel partners, while developing secondary channels and guiding partners for optimal performance.

The role requires field experience, strong customer focus, and ability to train service managers. Monthly ASC visits and periodic service camps are part of the duties.

Formación

• Diploma/B.E. in engineering is preferred.
• Experience in service operations and channel partner management.
• Minimum 5 years of industry experience in automotive service

Responsabilidades

• Analyse technical complaints of vehicles in the field.
• Rectify defects in vehicles / overhaul aggregates.
• Maintain and handle internet based warranty.
• Implement service processes at channel partners.
• Develop secondary channel for service reach.
• Train service managers and guide channel partners.
• Ensure spare parts order execution and inventory targets.
• MIS on service and spare parts inventory management.
• Conduct monthly visits to ASC and monitor performance.
• Organize monthly service camps and support strategic customers.

Conocimientos

Customer Sensitivity

Service Orientation

Service Management

Consumer Focus

Dealer Relationship Management

Service Planning

Educación

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Descripción del empleo

Customer Care Manager Responsibilities & Key Deliverables

• 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 Preferred Industries Education Qualification Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical General Experience 5 years and above Critical Experience System Generated Core Skills Customer Sensitivity Service Orientation Service Management System Generated Secondary Skills Consumer Focus Dealer Relationship Management Service Planning Experience Level Mid Level