Customer Care Manager

Mahindra & Mahindra Limited; Jammu district; On-site; INR 600,000 - 800,000; Full time

Job summary

Mahindra & Mahindra Limited is seeking a seasoned Service Manager to oversee dealer workshops, analyze field technical complaints, and ensure compliance with service processes across channel partners. The role focuses on improving spare parts availability, training service managers, and driving aftersales performance.

You will coordinate with ASC coordinators, guide secondary networks for parts sales, and monitor performance through MIS reports, aiming for profitable service operations and high

Qualifications

• Experience in automotive service operations and dealer channel management.
• Strong understanding of service processes, spare parts logistics, and partner training.
• Ability to analyze field complaints and drive service improvements.

Responsibilities

• Analyse the technical complaints of the vehicle in the field; rectify defects and oversee overhaul of aggregates.
• Ensure implementation of service processes at channel partners and development of secondary channel.
• Ensure profitability of workshops of channel partners, manage spare parts inventory, and monitor service performance.

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