Deputy Manager - Customer Care

Mahindra And Mahindra Ltd.; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Mahindra And Mahindra Ltd. seeks a leader to oversee and coordinate genset service activities across the North East region. You will ensure timely servicing and develop maintenance protocols while mentoring a team of service engineers and customer service representatives.

You will provide training, conduct performance reviews, and work closely with dealerships to meet customer expectations and drive service quality improvements.

Qualifications

• 5 to 10 years of relevant experience in genset servicing.
• Bachelor's degree in Electrical/Mechanical Engineering or related field.
• Strong leadership and mentoring skills.
• Ability to train and develop team members.
• Experience coordinating with dealerships and customers.
• Knowledge of service protocols and quality standards.

Responsibilities

• Oversee and coordinate all genset service activities in the North East region.
• Ensure timely and efficient servicing of genset equipment.
• Develop and implement maintenance schedules and service protocols.
• Lead and mentor a team of service engineers and customer service representatives.
• Provide training and support to team members to enhance skills.
• Conduct regular performance reviews and set development goals for the team.
• Serve as the primary contact for customer inquiries and service requests.
• Maintain relationships with key customers and ensure their service needs are met.
• Implement customer feedback mechanisms to improve service quality.
• Collaborate with dealerships to monitor service activities.
• Identify new business opportunities and support sales efforts.
• Monitor service quality and conduct audits to ensure compliance.
• Maintain records of service activities and prepare reports.

Skills

Team leadership

Customer service

Service coordination

Dealer liaison

Quality control

Education

Bachelor's degree in Electrical/Mechanical Engineering

Business Administration

Job description

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Oversee and coordinate all genset service activities in the North East region.

Ensure timely and efficient servicing of genset equipment.

Develop and implement maintenance schedules and service protocols.

:Lead and mentor a team of service engineers and customer service representatives.

Provide training and support to team members to enhance technical and customer service skills.

Conduct regular performance reviews and set development goals for the team.

Customer Care:Serve as the primary point of contact for customer inquiries, complaints, and service requests

.Maintain strong relationships with key customers and ensure their service needs are met.

Implement customer feedback mechanisms to improve service quality and customer satisfaction.

Dealership Collaboration: Work closely with dealerships to coordinate and monitor service activities.

Ensure dealerships adhere to company standards and guidelines for genset servicing.

Support dealerships in resolving service-related issues and improving service delivery.

Business Development :Identify new business opportunities and potential areas for service growth within the region.

Collaborate with the sales team to support customer acquisition and retention efforts.

Quality Control:

Monitor service quality and ensure compliance with company standards and industry regulations

.Conduct regular audits and inspections to ensure high levels of service delivery.

Reporting and Documentation:

Maintain accurate records of service activities, customer interactions, and inventory management.

Prepare and submit regular reports on service performance, customer satisfaction, and team productivity.

Experience

5 to 10 years

Industry Preferred

Qualifications

Bachelor's degree in Electrical/Mechanical Engineering, Business Administration, or a related field

General Requirements

Our commitment to Diversity, Equity, and Inclusion

Yes

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