Senior Customer Care Manager

Mahindra & Mahindra Limited; Bhopal; On-site; INR 600,000 - 900,000; Full time

Job summary

Mahindra And Mahindra Ltd. invites applications for a role focused on service readiness and dealer management in the tractor segment. The ideal candidate will hold a Diploma or BE in Mechanical/Automobile/Agriculture and possess 4-7 years of related experience.

Key duties include supporting proto-stage inputs, inventory norms, and developing service literature. Responsibilities emphasize customer-focused service delivery, CRM, training, and revenue generation within a dealership network.

Qualifications

• 4-7 years of experience in relevant engineering/aftermarket roles.
• Engineering diploma or degree in mechanical/automobile/agriculture fields.
• Experience in dealer networks and CRM systems is a plus.

Responsibilities

• Provide inputs to product development during proto-stage to improve serviceability and maintainability.
• Define preliminary inventory norms for warehouses and dealerships.
• Create and update service literature and catalogues for parts and manuals.
• Design service tools to improve dealer service quality.

Skills

Communication Skills

Customer Sensitivity

Consumer Focus

CRM

Customer Support

Manpower Management

Dealer Relationship

Negotiation

Training Development

Revenue Generation

SAP

Service Planning

Service Readiness

Team Building

Territory Coverage

Warranty Management

Customer Experience

Service Orientation

Capability Building

Service Quality

Service Management

Education

Diploma in Engineering

Bachelor of Engineering

Diploma in Mechanical

Diploma in Automobile

Diploma in Agriculture

BE Mechanical

BE Automobile

BE Agriculture

Job description

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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

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

Critical 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

System Generated Secondary Skills

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