Sr. Territory Manager-Customer Care

Mahindra And Mahindra Ltd.; Delhi; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Mahindra and Mahindra Limited in Delhi seeks a Regional Service Head to oversee genset maintenance for the North East region and ensure timely, high-quality servicing. You will develop maintenance schedules and service protocols, while mentoring a team of service engineers and customer service staff.

You will also nurture strong customer relationships, coordinate with dealerships, and drive service growth through collaboration with sales.

Qualifications

• Bachelor's degree in Electrical/Mechanical Engineering or related field
• 5–10 years of relevant experience in service leadership
• Strong customer service orientation and communication skills
• Ability to mentor and train teams
• Experience coordinating with dealerships and field service

Responsibilities

• Oversee genset service activities in the North East region
• Develop maintenance schedules and service protocols
• Lead a team of service engineers and customer service representatives
• Provide training and support to team members to enhance skills
• Conduct performance reviews and set development goals for the team
• Serve as the primary contact for customer inquiries, complaints, and service requests
• Maintain relationships with key customers and ensure service needs are met
• Collaborate with dealerships to monitor service activities and ensure standards
• Identify new business opportunities for service growth
• Monitor service quality and conduct regular audits and inspections
• Maintain records of service activities and inventory, and prepare reports

Skills

Leadership

People management

Customer service

Training & mentoring

Reporting & analytics

Quality control

Education

Electrical Engineering

Mechanical Engineering

Business Administration

Job description

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Oversee and coordinate all genset service activities in the North East region.

Ensure timely and efficient servicing of genset equipment.

Develop and implement maintenance schedules and service protocols.

Lead and mentor a team of service engineers and customer service representatives.

Provide training and support to team members to enhance technical and customer service skills.

Conduct regular performance reviews and set development goals for the team.

Customer Care:

Serve as the primary point of contact for customer inquiries, complaints, and service requests

Maintain strong relationships with key customers and ensure their service needs are met.

Implement customer feedback mechanisms to improve service quality and customer satisfaction.

Dealership Collaboration:

Work closely with dealerships to coordinate and monitor service activities.

Ensure dealerships adhere to company standards and guidelines for genset servicing.

Support dealerships in resolving service-related issues and improving service delivery.

Business Development :

Identify new business opportunities and potential areas for service growth within the region.

Collaborate with the sales team to support customer acquisition and retention efforts.

Quality Control:

Monitor service quality and ensure compliance with company standards and industry regulations

Conduct regular audits and inspections to ensure high levels of service delivery.

Reporting and Documentation:

Maintain accurate records of service activities, customer interactions, and inventory management.

Prepare and submit regular reports on service performance, customer satisfaction, and team productivity.

Experience

5 to 10 years

Qualifications

Bachelor's degree in Electrical/Mechanical Engineering, Business Administration, or a related field

Our commitment to Diversity, Equity, and Inclusion

At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive.
We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law.
We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants.
Together, we rise by embracing differences and building a future that reflects the communities we serve.

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