Customer Care Manager

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

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking a service operations professional to analyze technical complaints, rectify defects, and improve service processes across channel partners. The role focuses on aggregates, spare parts, and profitability of workshops.

The candidate will train service managers, oversee spare parts inventory, and deliver MIS insights to enhance field performance and customer satisfaction.

Qualifications

• Diploma or BE in mechanical engineering is required.
• 5+ years of experience in after-sales or service management.
• Experience working with channel partner networks and service processes.

Responsibilities

• Analyse technical complaints and rectify defects in vehicles.
• Overhaul aggregates and manage spare parts inventory.
• Ensure implementation of service processes at channel partners.
• Train service managers and support strategic customers with channel partners.
• Prepare MIS reports and monitor workshop profitability.

Skills

Customer Sensitivity

Service Orientation

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Mechanical Engineering

Job description

Job Description:

Responsibilities & Key Deliverables

Analyse the technical complains 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