Deputy Manager - Customer Care

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]

Bhopal

On-site

INR 300,000 - 420,000

Full time

3 days ago

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Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking a Customer Care professional to manage dealer networks, ensure on-field service delivery, and drive service quality across channels.

The role involves implementing service processes, training dealership staff, handling critical complaints, and working to improve dealer profitability through service schemes and maintenance contracts.

Qualifications

Must have at least 1 year in a Customer Care role.
Experience in dealer management and service delivery is desirable.
Willingness to train service mechanics and depot staff.

Responsibilities

Oversee dealer management and on-field service delivery.
Implement service processes and systems at channel partners level.
Ensure standardized service infrastructure and skilled manpower.
Guide on-the-job training for service mechanics at dealerships.
Attend to critical customer complaints and measure satisfaction.

Skills

Customer care

Education

B.Tech/BE – Agriculture (Preferred)/Mechanical/Automobile

Diploma – Agriculture, Mechanical, Automobile (With Experience)

Job description

Job Description:

Responsibilities & Key Deliverables

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