Customer Care Manager

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

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] seeks an experienced service and channel management professional to analyse field issues and drive warranty and parts efficiency. You will train service managers, oversee spare parts inventory, and develop the secondary network to ensure channel profitability.

Candidates should have 5+ years of relevant experience, with engineering diplomas or BE in mechanical engineering.

Qualifications

• Diploma in Engineering or equivalent, plus BE in Mechanical.
• 5+ years of field service and channel management experience.

Responsibilities

• Analyse technical field complaints; rectify defects; manage warranty and spare parts through channel partners.
• Train service managers and develop the secondary channel; ensure spare parts orders and inventory targets.
• Improve workshop profitability; MIS on service; coordinate monthly ASC visits and customer follow-up.

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

Job Description:

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

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical

General Experience

5 years and above

System Generated Core Skills

Customer Sensitivity

Service Orientation

Service Management

System Generated Secondary Skills

Consumer Focus

Dealer Relationship Management

Service Planning