Deputy Manager-Customer Care

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Chakan; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Mahindra and Mahindra Limited (Automotive and Farm Equipment) seeks a seasoned Training & Development leader to build capability across field and dealer teams for M and HCV/LCV businesses. You will design gap analyses, plan quarterly trainings, and manage training infrastructure including mobile rigs and regional centers.

The role requires 10–15 years of experience in engineering or automotive training, with strong skills in budget planning, curriculum design, and MIS reporting.

Qualifications

• Diploma or Bachelor's degree in Engineering streams as listed.
• Experience in capability building for field and dealer teams.
• Experience in training need analysis, curriculum design and delivery.
• Experience in budget planning and training infrastructure management.

Responsibilities

• Capabilty building of field and dealer sales across M and HCV/LCV business.
• Develop process for technical competency gap analysis and quarterly trainings at STC/Regional centers.
• Lead trainers team; develop training rigs, tools and equipment per budget.
• Plan year calendar and track skill gaps with a skill matrix.
• Ensure pretest/post-test feedback with each course to improve quality.
• Coordinate with PST and PDT for technical trainings; maintain training infra and mobile service rigs.
• Budget management for Customer Care team; MIS development and monthly reporting.

Skills

Coaching

Communication Skills

Capability Building

Gap Analysis

Training Design

Strategic Management

Risk Analysis

Skill Matrix

Training Delivery

Auditing

Team Management

Training & Development

Budgeting & Costing

MIS Reporting

Reporting

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

Job description

Job Description:

Responsibilities & Key Deliverables

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

• Sales
• Automobile

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

General Experience

10 - 15 Years

System Generated Core Skills

• Coaching
• Communication Skills
• Capability Building
• Gap Analysis
• Training Design
• Strategic Management
• Risk Analysis
• Skill Matrix
• Training Delivery
• Safety Management
• Auditing
• Team Management
• Training & Development
• Infrastructure Management
• Budgeting & Costing
• Warranty Management
• Continuous Improvement
• Skill Development
• Key Account Management
• Budget Management
• MIS Reporting
• Reporting

System Generated Secondary Skills

• Creative Thinking
• Presentation Skills
• Product Knowledge & Application