Deputy Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Patna; On-site; INR 400,000 - 700,000; Full time

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking a skilled CCM professional to manage dealer network and field service delivery. You will implement service processes, train technicians, resolve critical customer issues, and drive service profitability through packages and warranties.

Ideal candidates have 1-4 years of CCM experience, strong knowledge of service operations, and hands-on farm machinery familiarity.

Qualifications

• 1-4 years of CCM experience (on-roll field service)
• Experience handling 7-10 dealers/workshops
• Farm knowledge of tractors, farming and implements
• Handling business volume of spares and oil up to ₹2 crore revenues

Responsibilities

• Overall responsibility for CCM-related activities: dealer management, on-field service delivery, spares/oils/warranty management.
• Standardize service infrastructure, facilities and manpower at channel partners.
• Train service mechanics for technical problem solving and debottlenecking at dealerships.
• Attend to and resolve critical customer complaints and measure satisfaction.
• Drive dealer profitability via service packages, coverage improvements and AMC contracts.
• Meet spare targets and coordinate timely spare parts orders at channel partners.
• Drive dealer CSI score targets via improvement actions.
• Provide product feedback to HO Product Monitoring Cell; ensure warranty claims adherence.
• Establish service infrastructure at new dealerships and conduct periodic audits.
• Provide product training to dealers, workshop managers and service mechanics

Skills

CRM

Service Management

Product Knowledge

Channel Strategy

Change Management

Consumer Focus

Education

Bachelors of Technology in Mechanical

Bachelor of Engineering in Mechanical

Diploma in Engineering in Mechanical

Bachelor of Technology in Automobile

Bachelor of Engineering in Automobile

Diploma in Engineering in Automobile

Bachelors of Technology in Agriculture

Bachelor of Engineering in Agriculture

Diploma in Engineering in Agriculture

Job description

Job Description:

Responsibilities & Key Deliverables

1. Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.Implementation of all processes and systems related to the service function at channel partners level.
2. Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.
3. To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.
4. To attend and resolve the critical customer complaints and measure of customer satisfaction level.
5. To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.
6. Ensure meeting spare targets of all channel partners and company promoted oil targets.
7. Ensure coordination for timely spare parts orders execution for channel partners.
8. Ensure dealer CSI score targets are met by driving improvement action plans.
9. To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.
10. To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell.Ensure warranty claims process adherence at the channel partners level.
11. To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.
12. Conducting service audits periodically as per the company norms.
13. Ensure Product training of the dealer, workshop manager and service mechanics

Preferred Industries

• Agriculture Implemen
• Automobile

Education Qualification

Bachelors of Technology; Bachelor of Engineering; Diploma in Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture

General Experience

1-4 Years of relevant experience as CCM

Critical Experience

Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues

System Generated Core Skills

• Change Management
• Channel Strategy
• Consumer Focus
• Customer Relationship Management (CRM)
• Product Knowledge & Application
• Service Management

System Generated Secondary Skills

Requirements: