Customer Care Manager

Mahindra And Mahindra Ltd.; Ranchi; On-site; INR 400,000 - 700,000; Full time

Job summary

Mahindra And Mahindra Ltd. is seeking an automotive service professional to analyse field technical complaints and oversee repair and maintenance activities. The role involves coordinating with channel partners, managing warranties, and driving parts availability across the service network.

The incumbent will focus on strengthening service processes, training managers, and supporting strategic customers with channel partners to ensure profitability and sustained service quality.

Qualifications

• Customer-focused approach required with strong service mindset.
• Ability to manage service operations and coordinate with stakeholders.
• Experience in service planning and customer care is essential.

Responsibilities

• Analyse technical complaints of vehicles in the field.
• Rectify defects in vehicles and overhaul aggregates.
• Maintain and handle internet-based warranty processes.
• Implement service processes at channel partners.
• Develop secondary channel for service support.
• Train service managers and staff at partner locations.
• Provide special service support for strategic customers with channel partners.
• Ensure execution of spare parts orders by channel partners to meet inventory targets.
• Build secondary network for spare parts sales.
• Guide partners on manpower, facilities and equipment optimization.
• Improve profitability of workshops at partner locations.

Skills

Customer Sensitivity

Service Orientation

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Job description

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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

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