Sr. Territory Manager-Customer Care

Mahindra And Mahindra Ltd.; Delhi; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Mahindra and Mahindra Limited is seeking an experienced service leader to oversee genset service activities in the North East region and drive timely servicing of genset equipment. You will develop maintenance schedules, mentor engineers, and coordinate with dealerships to uphold company standards.

You will lead, train, and evaluate a team of service engineers and customer service reps, while fostering strong customer relationships and leveraging feedback to improve service quality and outcomes.

Qualifications

• Bachelor's degree in Electrical/Mechanical Engineering or related field.
• 5 to 10 years of experience in service management or similar roles.
• Experience coordinating large service teams and dealer networks.

Responsibilities

• Oversee and coordinate 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.
• Serve as the primary point of contact for customer inquiries, complaints, and service requests.
• Maintain relationships with key customers and ensure their service needs are met.
• Implement customer feedback mechanisms to improve service quality and satisfaction.
• Collaborate with dealerships to coordinate and monitor service activities.
• Support dealerships in resolving service-related issues and improving delivery.
• Identify new business opportunities and collaborate with sales to support growth.
• Monitor service quality and ensure compliance with standards and regulations.
• Maintain accurate records of service activities and prepare reports on performance.

Skills

Team leadership

Customer service

Training & coaching

Performance reviews

Relationship management

Education

Bachelor's degree in Electrical/Mechanical Engineering

Bachelor's degree in 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

Industry Preferred

Qualifications

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

General Requirements

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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