Customer Care Manager

Mahindra And Mahindra Limited; Ranchi; On-site; INR 650,000 - 1,000,000; Full time

Job summary

Mahindra And Mahindra Limited is seeking a Customer Care Manager to oversee field service analysis, manage vehicle complaints, and drive service processes across partner networks.

The role focuses on strengthening dealer relationships, optimizing spare parts inventory, and guiding service performance through training and MIS reporting. Experience in mechanical engineering and customer-centric service is required.

Qualifications

• Diploma or degree in engineering related to mechanical Systems.
• 5+ years of relevant experience in service management or customer care.
• Strong focus on customer sensitivity and dealer relationships.

Responsibilities

• Analyse technical complaints of vehicles in the field.
• Rectify defects in vehicles / overhaul aggregates.
• Maintain and manage internet based warranty.
• Ensure implementation of service processes at channel partners.
• Develop secondary channel and strengthen dealer relationships.
• Provide feedback on company and competitor products.
• Train service managers and staff.
• Offer special service support for strategic customers with channel partners.
• Ensure spare parts orders by channel partners for inventory and targets.
• Monitor and improve spare parts sales through secondary networks.
• Guide channel partners on manpower, facilities and equipment optimization.
• Ensure profitability of workshops at channel partners.
• Prepare MIS on service performance.

Skills

Customer sensitivity

Service orientation

Service management

Consumer focus

Dealer relationship management

Service planning

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

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

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