Customer Care Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Kolkata District; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking an experienced service professional to diagnose field vehicle issues and rectify defects. You will manage warranties, enforce service processes with channel partners, and develop the secondary channel to improve spare parts sales.

The role includes training service managers, guiding partners on manpower/equipment optimisation, managing spare parts inventories, and ensuring profitability of workshops.

Qualifications

• Diploma/BE in mechanical engineering or related fields
• Minimum 5 years of experience in automotive service/maintenance
• Experience in channel partner service processes and spare parts management

Responsabilités

• 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

Connaissances

Customer Sensitivity

Service Orientation

Service Management

Formation

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Description du poste

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