Deputy Customer Care Manager

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

Job summary

Mahindra and Mahindra Limited (Automotive and Farm Equipment Business) in India seeks a seasoned Service Manager to drive channel partner service processes, warranty handling, and spare parts supply. A strong background in mechanical engineering and field service is required.

The role focuses on analysing field complaints, improving service quality, training service managers, and ensuring profitability of workshops through inventory control and performance monitoring across the dealer network.

Qualifications

• Engineering diploma or BE required, preferably with mechanical specialization.
• BE in Mechanical Engineering preferred.
• Diploma in Engineering (Mechanical) is acceptable.

Responsibilities

• 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

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