Deputy Customer Care Manager

Mahindra And Mahindra Ltd.; Jabalpur; On-site; INR 500,000 - 1,000,000; Full time

Job summary

Mahindra & Mahindra Ltd. seeks a seasoned automotive service professional to lead field-based technical support and dealer service excellence.

You will analyse vehicle faults, rectify defects, and drive warranty processes while strengthening channel partner service standards. Key focus areas include developing secondary channels, optimizing spare parts inventory, training service managers, and ensuring profitable workshop operations across the dealer network.

Qualifications

• Diploma or BE in mechanical engineering suitable for automotive service.
• Minimum 5 years of experience in automotive service management or related field.
• Experience working with dealer networks and service processes.

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.
• Feedback 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.
• Managing service guarantee at the dealership.
• Monthly visit to ASC and monitor his performance along with ASC coordinator.
• Service camps on monthly basis.
• Monthly visits to customer and update M Response data

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

Job Segment: Engineer, Automotive, Engineering