Deputy Manager - Customer Care

Mahindra And Mahindra Ltd.; Bikaner; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Mahindra And Mahindra Ltd. in India is seeking a Customer Care Manager (CCM) to lead after-sales service across the dealer network. You will implement standardized service processes, guide field technicians, and resolve critical customer issues to boost satisfaction and profitability.

The role requires 1–4 years' CCM experience, farm knowledge, and the ability to manage spare and oil volumes. This is a on-site position within the Rajasthan region with opportunities to improve dealer CSI scores.

Qualifications

• 1-4 years of relevant CCM experience.
• On-roll field service experience with 7–10 dealers/workshops.
• Working knowledge of tractors, farming and implements.
• Experience handling spare parts and oil volumes of ₹2 crore revenue.

Responsibilities

• Overall responsibility for customer care processes at dealer network.
• Implement service processes and systems at channel partners.
• Guide on-the-job training for service mechanics.
• Attend and resolve critical customer complaints; monitor satisfaction.
• Drive dealer profitability via service schemes and coverage improvements.
• Ensure timely spare parts orders and CSI targets.
• Provide feedback on competitive service schemes to head of service.
• Provide product feedback to HO Product Monitoring Cell; ensure warranty claims adherence.
• Establish service infrastructure at new dealerships; conduct periodic audits.
• Coordinate product training for dealers, workshop managers, and mechanics.

Skills

Change Management

Channel Strategy

Consumer Focus

CRM (Customer Relationship Management)

Product Knowledge & Application

Service Management

Education

Bachelors of Technology

Bachelor of Engineering

Diploma in Engineering

Mechanical Engineering

Automobile Engineering

Agriculture Engineering

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 and systems related to the service function at channel partners level.
• Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.
• To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.
• To attend and resolve the critical customer complaints and measure of customer satisfaction level.
• To work towards and increase dealer 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 and 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 partners 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 and service mechanics

Preferred Industries

Agriculture Implemen

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

Job Segment: Field Service, Engineer, Manufacturing, Engineering