Senior Customer Care Manager - Tractor

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Prayagraj; On-site; INR 600,000 - 900,000; Full time

Job summary

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business] is seeking a capable field service leader to drive customer-centric service delivery for tractors and related equipment. You will manage field service activities, resolve grievances, and ensure warranty control while enhancing CSI across dealerships.

The role requires 4–7 years of experience and BE/B.Tech or Diploma in engineering with specialization in mechanical, automobile, or agriculture engineering.

Qualifications

• 4–7 years of field service and after-sales experience in automotive/tractor sectors.
• Diploma or BE in mechanical/automobile/agriculture engineering.
• Strong customer-centric service orientation and problem solving.

Responsibilities

• Lead customer-centric field service activities and ensure timely, quality installations.
• Resolve customer grievances via workshop, toll-free, social media, and legal channels.
• Coordinate warranty control, audits, and dispute handling.
• Drive dealer profitability and sustainable service operations.
• Build dealer manpower capabilities on technical skills and processes.
• Ensure CSI and high customer satisfaction across sales and dealers.

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 Mechanical

Diploma in Automobile

Diploma in Agriculture

B.E. Mechanical

B.E. Automobile

B.E. Agriculture

Tools

SAP

CRM software

Job description

Job Description:

Responsibilities & Key Deliverables

• 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

• 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