Deputy Manager - Customer Care

Mahindra And Mahindra Ltd.; Lucknow; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Mahindra & Mahindra Ltd. is seeking a Field Service professional with 7–9 years of experience to oversee customer care processes across dealer management, on-field service delivery, spares, lubes and warranty management.

The role includes implementing service processes at channel partners, standardizing infrastructure, and guiding on-the-job training for service mechanics. You will resolve critical customer complaints, aim to improve customer satisfaction, and work to enhance dealer

Qualifications

• 7 to 9 years of experience in Field Service/Manufacturing.

Responsibilities

• 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.
• Guide & conduct on the job training of the Service Mechanics for technical problem solving and de-bottlenecking at the dealerships.
• Attend & resolve the critical customer complaints and measure of customer satisfaction level.
• 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.
• Dealer CSI score targets are met by driving improvement action plans.
• Provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.

Education

B.Tech

Job description

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• 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

Job Segment: Field Service, Manufacturing