Customer Care Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Jaipur; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking an experienced service professional to analyze field vehicle complaints, rectify defects, and manage warranties. The role drives service process adoption at channel partners, develops secondary channels, and trains service managers across the network.

Responsibilities include spare parts coordination, profitability of workshops, MIS on service, and monthly field visits to ASC with coordinators, plus support for

Qualifications

• Diploma in Engineering or BE in Mechanical engineering.
• 5 years or more of experience in automotive service/after-sales.
• Strong communication and customer-facing skills.

Responsibilities

• Analyse technical vehicle complaints in the field.
• Rectify defects in vehicles and overhaul aggregates.
• Maintain and manage internet-based warranty programs.
• Ensure service processes are implemented at channel partners.
• Develop secondary channel and feed back on products.
• Train service managers and staff at partner locations.
• Provide special service support for strategic customers with partners.
• Ensure spare parts orders are executed for sufficient inventory.
• Develop secondary network for spare parts sales.
• Guide channel partners on manpower, facilities, and equipment optimization.
• Ensure profitability of partner workshops and MIS on service.
• Manage spare parts inventory and dealership service guarantees.
• Monthly visits to ASC and monitoring with ASC coordinator.
• Coordinate monthly service camps and update M-Response data.

Skills

Customer Sensitivity

Service Orientation

Service Management

Consumer Focus

Dealer Relationship Management

Service Planning

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Job description

\u003Cb\u003EJob Description:\u003C/b\u003E

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

Requirements: