Deputy Manager - Customer Care

Mahindra And Mahindra Ltd.; Bhopal; On-site; INR 180,000 - 320,000; Full time

Job summary

Mahindra And Mahindra Ltd. is seeking a field-focused customer care professional to lead dealer management, on-field service delivery, and warranty/service processes.

The role emphasizes implementing standardized service structures and driving dealer profitability through service initiatives. Candidates should have 1 year of relevant experience and hold a B.Tech/BE or Diploma in Agriculture, Mechanical, or Automobile with strong technical and communication skills.

Qualifications

• Minimum 1 year of on-role experience in a Customer Care role.
• B.Tech / BE in Agriculture (preferred) or Mechanical / Automobile.
• Diploma in Agriculture, Mechanical or Automobile with experience.

Responsibilities

• Overall responsibility of customer care processes related to dealer management, on-field service delivery, spares/lubes/warranty management.
• Implement processes and systems related to the service function at channel partner level.
• Ensure standardized service infrastructure, facilities and qualified manpower at channel partner level.
• Train service mechanics for technical problem solving and debottlenecking at dealerships.
• Attend and resolve critical customer complaints and measure customer satisfaction.

Skills

Customer care

Dealer management

Service delivery

Spare parts coordination

Education

B.Tech / BE (Agriculture)

Diploma (Agriculture/Mechanical/Automobile)

Job description

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• 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.

Experience

Minimum 1 year of On - Role experience in Customer Care role

Industry Preferred

Qualifications

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

Diploma –Agriculture, Mechanical, Automobile (With Experience**)

General Requirements

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