Customer Care Manager - Vehicle Service and Spare Parts Management

Mahindra And Mahindra Limited; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Mahindra & Mahindra Limited is seeking a Customer Care Manager in Chennai to oversee the analysis of field vehicle complaints, rectify defects, and manage service processes across dealer networks. The role involves warranty handling, training service managers, and optimizing spare parts inventory.

The candidate should have a BE in Mechanical and at least 5 years of mid-level experience in service operations, with a focus on channel partner collaboration and customer satisfaction.

Qualifications

• BE Mechanical degree required.
• Minimum 5 years of relevant experience.
• Mid level experience in service operations and channel partners.

Responsibilities

• Analyse technical vehicle complaints observed in the field.
• Rectify defects in vehicles and overhaul aggregates.
• Maintain and manage internet-based warranty processes.
• Ensure implementation of service processes at channel partners.
• Develop secondary channel for service reach.
• Provide feedback on company and competitor products.
• Train service managers.
• Coordinate special service support for key customers with channel partners.
• Ensure spare parts orders are fulfilled by channel partners to maintain inventory and parts targets.
• Oversee secondary network for spare parts sales.
• Guide channel partners on manpower, facilities and equipment optimization.
• Drive profitability of partner workshop operations.
• Prepare MIS on service metrics.
• Manage spare parts inventory.
• Oversee service guarantee at dealerships.
• Monthly visits to ASC and monitor performance with ASC coordinator.
• Organize monthly service camps.
• Visit customers monthly and update M Response data.

Education

Bachelor of Engineering - 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 Bachelor of Engineering - Mechanical General Experience 5 years and above Experience Level Mid Level