Customer Care Manager

Mahindra Group; Kolkata District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Mahindra Group seeks an experienced automotive service professional to analyse field complaints, rectify defects, and manage service processes across channel partners.

The role emphasizes overhauling aggregates, spare parts planning, and profitability of partner workshops. You will train service managers, supervise channel partner performance, and drive service improvements with a focus on customer satisfaction.

Qualifications

• Diploma/Degree in mechanical engineering is required.
• 5+ years of experience in automotive service management or dealership operations.
• Experience in channel partner management and service planning is preferred.

Responsibilities

• Analyse technical complaints from field and rectify vehicle defects.
• Overhaul aggregates and ensure proper service processes at channel partners.
• Manage spare parts ordering and inventory to meet targets and profitability.
• Train service managers and guide channel partners in manpower, facilities, and equipment optimization.
• Perform MIS on service, visits to ASC, and coordinate monthly service camps.

Skills

Customer Sensitivity

Service Orientation

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

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