Customer Care Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Srinagar; On-site; INR 600,000 - 900,000; Full time

Job summary

Mahindra and Mahindra Limited (Automotive and Farm Equipment Business) invites applications for a service operations role based in India. You will analyze field complaints, rectify defects, oversee warranty, ensure service processes at channel partners, and support secondary channel development.

The position requires a Diploma or BE in Mechanical engineering with 5+ years in automotive service, focusing on customer satisfaction, dealer relations, and service planning across partner networks.

Qualifications

• Diploma or BE in mechanical engineering or related field.
• 5+ years of experience in automotive service operations.
• Experience with channel partners and spare parts logistics is a plus.

Responsibilities

• Analyse technical complaints in the field and rectify defects.
• Oversee warranty, service processes, and spare parts orders with partners.
• Train service managers and drive profitability of partner workshops.

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

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