Customer Care Manager

Mahindra And Mahindra Limited; Khordha; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Mahindra And Mahindra Limited is seeking a Customer Care Manager in Odisha to lead vehicle service operations, coordinate with channel partners, and drive service excellence. The role focuses on handling field complaints, improving dealer processes, and ensuring profitability of workshop networks.

The position requires strong customer sensitivity, service orientation and at least five years in service management or related roles within automotive networks.

Qualifications

• Diploma or degree in engineering (Mechanical preferred).
• Minimum 5 years of general experience.
• Experience in service management and dealer relationships.
• Customer sensitivity and service orientation are important.

Responsibilities

• Analyse technical complaints of vehicles in the field.
• Rectify defects in vehicles and overhaul aggregates.
• Maintain internet-based warranty administration.
• Ensure implementation of service processes at channel partners.
• Develop secondary channel.
• Provide feedback on company and competitors' products.
• Train service managers.
• Coordinate special service support for strategic customers with channel partners.
• Manage spare parts ordering and inventory targets across partners.
• Oversee spare parts sales via secondary network.
• Guide channel partners on manpower, facilities and equipment optimization.
• Ensure profitability of partner workshops.
• MIS on service.
• Spare parts inventory management.
• Manage service guarantee at dealership.
• Monthly visits to ASC and monitor performance with ASC coordinator.
• Monthly service camps.
• Monthly customer visits and update M Response data.

Skills

Customer sensitivity

Service orientation

Service management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Mechanical Engineering

Job description

Customer Care Manager 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.

Preferred Industries / Education / Qualification

• 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
• Experience Level Mid Level