Deputy Manager - Customer Care

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Lucknow; On-site; INR 600,000 - 900,000; Full time

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking a seasoned professional to lead customer care across dealer networks, field service delivery and after-market support. You will implement service processes, ensure standard facilities and skilled manpower at partner locations, and guide on-the-job training for service mechanics.

You will attend to critical customer complaints, drive customer satisfaction metrics, and work to boost dealer profitability through

Qualifications

• 7–9 years of professional experience in customer care and service delivery.
• B.Tech degree required.

Responsibilities

• Oversee dealer management and field service delivery.
• Implement service processes and systems at channel partners.
• Ensure standardized service infrastructure and skilled manpower at partner level.
• Train service mechanics on technical problem solving and bottlenecks.
• Address critical customer complaints and measure satisfaction.
• Drive dealer profitability via service packages and contracts.
• Coordinate timely spare parts orders to channel partners.
• Drive CSI improvement plans and report to regional care head.

Education

B.Tech

Job description

Job Description:

Responsibilities & Key Deliverables

• Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.
• Implementation of all processes & systems related to the service function at channel partners level.
• Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partner’s level.
• To guide & conduct on the job training of the Service Mechanics for technical problem solving and de-bottlenecking at the dealerships.
• To attend & resolve the critical customer complaints and measure of customer satisfaction level.
• To work towards & increase dealer’s 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 & 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.

Experience

7 to 9 Years

Qualifications

B.Tech