Senior Customer Care Manager - Tractor

Mahindra And Mahindra Ltd.

Lucknow, Prayagraj

On-site

INR 600,000 - 900,000

Full time

2 days ago

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Job summary

Mahindra And Mahindra Ltd. in Lucknow seeks a field service professional with a focus on tractor service, quality installation, and customer retention. You will manage warranty, CSI, and post-warranty support while coordinating with dealers to ensure high service standards.

Preferred 4–7 years of experience in tractor service and diplomas/BE in mechanical or automotive engineering. Strong communication and relationship skills are essential.

Qualifications

Diploma or BE in mechanical/automobile/agriculture engineering.
4–7 years in tractor service or related field.
Strong customer, dealer, and field service experience.

Responsibilities

Ensure Dealership is Profitable & Sustainable.
Meet service business targets (Spares, Lubes, accessories).
Build capability of dealer manpower on technical skills and processes.
Ensure customer satisfaction across Sales & Dealers.
Include channels to propagate business at dealership and organizational levels.
Conduct service quality audits, gather feedback, and drive field trials.

Skills

Communication Skills

Customer Sensitivity

Consumer Focus

Customer Relationship Management

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

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

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Customer Centric Role

Quality Product installation
Tractor Service within Timeline & Quality .
Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases)
Product complaints resolution with feedback to Plant HO. thru Field Technical reports.
Ensure Retention of Customers – Under warranty as well as Post warranty.
Conducting field service activities for customers.
Ensure CSI amongst top in the industry.
Warranty control, audit & dispute handling.
Reduce vehicle down time & improve work quality.

Managerial Role

Ensure Dealership is Profitable & Sustainable
Meet Organisational service Business targets like Spares , Lubes, accessories… etc.
Capability building of dealers Manpower on technical skill and system & processes.
Ensures Customer satisfaction among Sales & Dealers to support the function .
Inclusion of Channels to propagate business at Dealership level as well as Organizational level.
- Service Quality audit , Feedbacks , Field trials , Retro- fitments drives etc

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