Customer Care Manager

Mahindra And Mahindra Ltd.; Khordha; On-site; INR 450,000 - 600,000; Full time

Job summary

Mahindra And Mahindra Ltd. is seeking an experienced automotive service professional to analyse field complaints and supervise workshop activities.

The role focuses on implementing service processes with channel partners, improving spare parts control, and driving after-sales excellence across the dealership network. The ideal candidate will have 5+ years in service management, a mechanical engineering background, and demonstrated ability to lead a service team and coordinate with dealer

Qualifications

• Diploma or BE in Mechanical engineering or related field.
• 5+ years of general experience in automotive service or aftersales.
• Strong focus on customer satisfaction and service planning.

Responsibilities

• Analyse the technical complaints of vehicles in the field and propose fixes.
• Rectify defects in vehicles and overhaul aggregates.
• Maintain and manage internet-based warranty and ensure timely processing.
• Ensure and enforce service processes at channel partners for consistency.
• Develop and support secondary channel networks for service parts and spares sales.
• Monitor and improve spare parts inventory to meet dealer targets.
• Conduct periodic training for service managers and channel partners.

Skills

Customer Sensitivity

Service Orientation

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Job description

Select how often (in days) to receive an alert:

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

Job Segment: Engineer, Automotive, Engineering