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Assistant Manaager Customer Care

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Date: 06-Feb-2019

Location: MUM-KND-AFS(FD), IN

Company: Mahindra & Mahindra Limited

Responsibilities & Key Deliverables

Scope of Work/Activities:

Assist Distributors in managing Service and Parts Operations for Mahindra range of tractors


Job Specifications:

  • Assist / guide distributors in Service & Parts Operations
  • Implement policies and procedures in dealership network
  • Assist distributors in speedy concern resolution
  • Improve FIRFT rate by ensuring dealer technicians are trained
  • Implement warranty policy and monitor warranty cost per vehicle
  • Ensure Retro fitment/Campaigns activities are completed in time
  • Ensure receipt of timely product feedback from dealers
  • Ensure distributors get required support from HO in terms of literature, tools, diagnostics, catalogues, etc.
  • Achieve Parts revenue targets for respective country
  • Help distributors grow business through Service Marketing activities
  • Monitor & control, CSI, DDSS & DSS for respective countries to ensure dealer/ distributor / customer satisfaction


Specific Experience:

 Exposure to dealerships systems and processes with experience in implementing dealership and CSI processes (Tractors)

 In depth product knowledge & Exposure to QA & NPD process

 Experience in handling dealers and customers.

 Sound technical knowledge with analytical skill

 Exposure to Parts inventory management

 Business acumen


4-7 years of experience in Tractor service

Industry Preferred



B.Tech/BE - Mechanical OR Diploma

General Requirements