Deputy Manager - Customer Care and Training

Mahindra And Mahindra Limited; Chakan; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Mahindra And Mahindra Limited is seeking a Deputy Manager-Customer Care to lead capability building and training across M and HCV/LCV segments. The role focuses on designing gap analyses, training calendars, and budget-aligned training infrastructure.

You will build a team of trainers, develop training rigs and mobile service training vehicles, and ensure quarterly delivery of customer and driver trainings across dealer networks and regional centers.

Qualifications

• Diploma or BE with mechanical/automobile specialization.
• 10–15 years of experience in customer care/training in automotive sales.
• Strong coaching, communication and leadership capabilities.

Responsibilities

• Capability building of Field sales and dealer sales employees across M and HCV and LCV business.
• Develop the process for technical competency gap analysis 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

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

Key Account Management

MIS Reporting

Presentation Skills

Product Knowledge

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

Deputy Manager-Customer Care 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 Critical Experience 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 Experience Level Mid Level