Deputy Manager-Customer Care

Mahindra And Mahindra Ltd.; Chakan; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Mahindra And Mahindra Ltd. seeks a capable Training & Capability Development lead to drive skill-building across field sales and dealer networks in M and HCV/LCV segments.

You will design programs, manage trainers, and ensure quarterly delivery with pre- and post-training assessments. The role involves budget planning, MIS reporting, and building scalable training infrastructure including mobile service training vehicles and regional centers.

Qualifications

• Proven experience in building capability across field sales and dealer networks.
• Ability to develop long-term and short-term training plans with budget alignment.
• Experience in designing skill matrices and competency gap analysis.

Responsibilities

• Lead capability-building initiatives across M and HCV/LCV businesses.
• Develop and manage trainers, training rigs and equipment.
• Plan calendar and quarterly training delivery with pre/post assessments.
• Oversee MIS development and monthly reporting for regional centers.

Skills

Training program development

Budget planning

Team management

Curriculum development

Pre/post training assessment

Trainer coordination

Training logistics

MIS reporting

Stakeholder management

Education

Diploma in Engineering

Bachelor of Engineering

Bachelor of Engineering in Mechanical

Bachelor of Engineering in Automobile

Diploma in Engineering in Mechanical

Diploma in Engineering in Automobile

Tools

Training rigs

Mobile training vehicles

Budgeting tools

Educational tools

Job description

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Capability building of Field sales and dealer sales employees across M and HCV and LCV business. Develop the process for technical competency gap analysis both for the Customer care team and the Dealer team plan trainings at the STC and the Regional training centers on a quarterly basis. Develop and manage the team of trainers with development of Training rigs, tools and other equipment on need basis in line with the budget plan. Develop a long term and short term plan for addressing the skill gaps and plan the calendar for the year accordingly . Develop skill matrix based on gap analysis and tracking for ensuring skill upgradation also do ensure that every course is followed by both pretest and post test feedbacks to improve the quality of training and the skills of the field team. Develop the technical trainings based on the need in coordination with PST and PDT . Responsible for building and maintaining training infrastructure with clear focus on Budget planning . Develop and maintain the Mobile service training vehicles and manage the routes by identifying the skill enhancement requirements both at the Dealership and the ASCs . Develop a plan for both Customer trainings for MKA and the Driver trainings for both MKA and retail across all the products and deliver . Develop the training for both the call center team and the IMAXX team and ensure that the same is delivered quarterly . Budget management for the complete Customer Care team . MIS development and monthly reporting of the same which should be inclusive of all the regional training centers

Preferred Industries

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile