Lead Customer Care Manager

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Raipur; On-site; INR 600,000 - 800,000; Full time

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking professionals to contribute to product development at the proto-stage, ensuring serviceability and maintainability. The role includes defining preliminary inventory norms for warehouses and dealerships, and creating comprehensive service literature for existing models.

You will develop an electronic parts catalogue for new models, design special service tools, and empower the MEC team with training aids and

Qualifications

• 4-7 years of experience in a relevant role.
• Exposure to automotive service network and parts planning advised.
• Proven ability to coordinate with product development and service teams.

Responsibilities

• Provide inputs to the product development team during proto-stage to improve serviceability and maintainability.
• Ensure system readiness for parts before seeding/launch of new products.
• Create and manage service literature and parts catalogues.
• Develop and update e-CATALOGUE (Parts) for new models.
• Design service tools to improve service quality at dealerships.
• Enable MEC team to impart training on new products.

Skills

Communication Skills

Customer Sensitivity

CRM

Dealer Relationship Management

Training & Development

Revenue Generation

Team Building

Warranty Management

Service Management

Service Planning

Service Readiness Assessment

Territory Coverage Optimization

Customer Experience

Service Quality

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Engineering in Mechanical

Diploma in Engineering in Automobile

Diploma in Engineering in Agriculture

Bachelor of Engineering in Mechanical

Bachelor of Engineering in Automobile

Bachelor of Engineering in Agriculture

Tools

SAP

Job description

Responsibilities & Key Deliverables

Providing inputs to the product development team during proto- stage to improve Serviceability and Maintainability (DFS.Ensuring System Readiness for Parts before seeding / Launch of new Products. (Creating Service kits, Child parts nos. Define preliminary inventory norms for Warehouse and Dealerships.Develop and Update Literature for existing products (Operators Manual, Parts catalogue. Service Manual, Wall Charts, DATA book.Create e- CATALOGUE (Parts) for all New Models.Design special Service Tools for New Products so as to improve Service quality at Dealerships.Enabling the MEC Team to impart Training on New Products. (Provide technical inputs, Training aids, faculty

Preferred Industries

• Automobile
• Tractor

Education Qualification

• Diploma in Engineering
• Bachelor of Engineering
• Diploma in Engineering in Mechanical
• Diploma in Engineering in Automobile
• Diploma in Engineering in Agriculture
• Bachelor of Engineering in Mechanical
• Bachelor of Engineering in Automobile
• Bachelor of Engineering in Agriculture

General Experience

4-7 years of Experience

System Generated Core Skills

• Communication Skills
• Customer Sensitivity
• Consumer Focus
• Customer Relationship Management (CRM)
• Customer Support
• Manpower Management
• Dealer Relationship Management
• Negotiation
• Training & Development
• Revenue Generation
• SAP
• Service Planning
• Service Readiness Assessment
• Team Building
• Territory Coverage Optimization
• Warranty Management
• Designing Customer Experience
• Service Orientation
• Capability Building
• Service Quality
• Service Management