Customer Care Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Kamrup Metropolitan; On-site; INR 600,000 - 800,000; Full time

Job summary

Mahindra and Mahindra Limited in India is seeking a Service Manager with 5+ years of experience to lead field service excellence, channel partner processes, and warranty administration. You will analyze field complaints, rectify defects, and ensure spare parts availability across dealer networks.

The role emphasizes training, profitability of workshops, MIS reporting, and monthly customer/site visits for continuous improvement.

Qualifications

• Diploma in Engineering or BE in mechanical engineering is required.
• Experience in vehicle service and warranty processes preferred.
• Strong channel partner management skills advantageous.

Responsibilities

• 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.
• Feedback on companys as well as competitors products.
• Training of service managers.
• 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.
• Managing service guarantee at the dealership.
• Monthly visit to ASC and monitor his performance along with ASC coordinator.
• Service camps on monthly basis.
• Monthly visits to customer and update M Response data

Skills

Customer Sensitivity

Service Orientation

Service Management

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