Manager - Customer Care Bangladesh

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Mahindra and Mahindra Limited seeks an experienced professional for service, parts and after-sales operations in the tractor segment. Based in Dhaka, you will lead the local service team, coordinate with distributors, and ensure timely warranty support and parts availability to customers and dealers.

You will report product issues to HO, implement dealer policies, train technician teams, and drive service marketing initiatives to grow distributor business and customer satisfaction.

Qualifications

• BE/B.Tech or Diploma in Automobile / Mechanical
• Experience in service/field operations in tractors industry (4–8 yrs depending on degree)
• Exposure to dealership systems and CSI processes is desirable

Responsibilities

• Based in Dhaka office, liaise with Mahindra & Swaraj distributors to ensure proper service, warranty and spare parts support
• Lead local service team in Mahindra Bangladesh office to ensure smooth delivery of service to distributors and customers
• Report product issues from the market, assist collaborate with HO team to determine root cause and implement resolution in market, suggested by HO.
• Assist / guide distributors in Service & Parts Operations.
• Implement policies and procedures in distributor network.
• Map Skill Matrix and identify TNI and conduct training sessions to ensure dealer technicians /service advisors are trained.
• Implement warranty policy.
• Ensure receipt of timely product feedback from dealers.
• Ensure distributors get required support in terms of literature, tools, diagnostics, catalogues, capability building etc.
• Help distributors grow business through Service Marketing activities.

Skills

Analytical ability

Communication & presentation

Result orientation

Warranty management

Education

BE/B.Tech in Automobile/Mechanical

Diploma in Automobile/Mechanical

Job description

Job Description:

Responsibilities & Key Deliverables

1. Based in Dhaka office, liaise with Mahindra & Swaraj distributors to ensure proper service, warranty and spare parts support
2. Lead local service team in Mahindra Bangladesh office to ensure smooth delivery of service to distributors and customers
3. Report product issues from the market, assist collaborate with HO team to determine root cause and implement resolution in market, suggested by HO.
4. Assist / guide distributors in Service & Parts Operations.
5. Implement policies and procedures in distributor network.
6. Map Skill Matrix and identify TNI and conduct training sessions to ensure dealer technicians /service advisors are trained.
7. Implement warranty policy.
8. Ensure receipt of timely product feedback from dealers.
9. Ensure distributors get required support in terms of literature, tools, diagnostics, catalogues, capability building etc.
10. Help distributors grow business through Service Marketing activities.

Responsibilities & Key Deliverables

1. Visit fleet operators along with Distributor to instill confidence in our products and services. Monitor & control, CSI, TAT & DSS for respective countries to ensure dealer/ distributor / customer satisfaction.
2. Implement new initiatives in after sales / Service deliverables.
3. Digitization scope & delivery in After Sales operation.
4. Tender Support- Identifying & execution of after sales & initial startup activity like recommended part list, farmer kit, special tools kit, training aggregates - cut section, literatures, accessories.
5. New product introduction, preparation of ‘Product Request Format’, discuss with product team. Hand hold sales team till new product launch.
6. New launch Support in after sales deliverables.

Experience

• BE – not less than 4-5 yrs
• Diploma –6-8 yrs

In Service and Field Operations of Tractors Industry. International experience will be an added advantage

Desirable Experience

• Exposure to dealerships systems and processes with experience in implementing dealership and CSI processes (Tractors)
• In depth product knowledge & Exposure to QA & NPD process
• Experience in handling dealers and customers.
• Sound technical knowledge with analytical skill.
• Exposure to Parts inventory management
• Business acumen

Desirable Competencies:

• Good Analytical ability
• Strong communication & Presentation skills
• Result orientation skills
• Experience in warranty system

Qualifications

BE/B.Tech orDiploma in Automobile / Mechanical