Deputy Manager-Customer Care

Mahindra And Mahindra Ltd.; Hubli; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A leading automotive company in India is seeking a Deputy Manager-Customer Care in Hubli. The role involves managing customer care processes, training service mechanics, and driving dealer satisfaction. Ideal candidates should have a background in engineering with 1-4 years of relevant experience. This position offers the opportunity to enhance dealer profitability and improve service quality.

Qualifications

• 1-4 years of relevant experience as Customer Care Manager.
• Experience in service audits and process implementation.
• Strong interpersonal skills to manage dealer relationships.

Responsibilities

• Ensure overall responsibility of Customer Care processes.
• Conduct training for Service Mechanics.
• Resolve critical customer complaints.

Skills

Customer Care Processes

Dealer Management

On-field Service Delivery

Technical Problem Solving

Service Infrastructure Management

Education

Bachelor of Technology

Bachelor of Engineering

Diploma in Engineering

Job description

Deputy Manager-Customer Care

Location: Hubli, Hubli, IN

Responsibilities

• 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

Job Segment: Field Service, Engineer, Manufacturing, Engineering