Senior Customer Care Manager - Tractors

Responsibilities & Key Deliverables

• Lead and mentor Service Mechanics in complex technical problem resolution and bottleneck elimination at dealership locations, ensuring high-quality service standards.
• Drive dealer profitability enhancement through strategic implementation of service improvement initiatives such as annual maintenance contracts, customer feedback programs, and efficient service workflows.
• Act as the key liaison between area offices and other departments within Mahindra & Mahindra Ltd, ensuring seamless communication and coordination concerning all service-related matters.
• Monitor and analyze competitor service schemes, providing timely and insightful feedback to the Head of Service and Zonal Sales Managers to maintain competitive advantage.
• Collaborate closely with the Marketing Service Cell and Manufacturing Cell at Head Office to expedite resolution of service issues such as pending warranty claims, chronic technical problems, and turnaround times for service orders (TOFs).
• Perform thorough audits of new dealerships to assess readiness for commissioning, ensuring compliance with company standards and protocols.
• Conduct periodic service audits in line with company norms to maintain and elevate service quality and operational efficiency.
• Organize and deliver comprehensive product and service training sessions for dealers, workshop managers, and service mechanics to enhance technical competencies and customer service excellence.
• Develop and implement action plans based on audit findings and dealer feedback to continuously improve customer satisfaction and service delivery outcomes.

Experience

Candidates should possess between 3 to 10 years of relevant experience within the automotive service domain, particularly with exposure to dealership operations, technical service management, and customer care initiatives. Experience in guiding technical teams and implementing service schemes that improve dealer profitability is highly desirable.

Demonstrated ability to manage cross-functional coordination within a large organization and familiarity with warranty processes, service audits, and technical training will be advantageous. Experience in conducting service audits and dealership commissioning assessments will be considered a strong plus.

Industry Preferred

Preferred candidates will have worked in the automotive, farm equipment, or heavy machinery industry, specifically within roles related to customer service, technical support, or operations management at dealership or regional office levels.

Experience within companies known for quality service delivery and robust after-sales support systems is advantageous, including familiarity with service processes, dealer management systems, and customer engagement practices applied in competitive environments.

Qualifications

A Bachelor of Engineering (B.E.) degree from a recognized institution is required, ideally with a focus on mechanical, automotive, or industrial engineering disciplines.

Additional certifications or training relevant to service management, quality assurance, or customer care will enhance a candidate's profile. A solid foundation in technical principles combined with practical dealership or service environment experience is essential.

General Requirements

• Excellent communication and interpersonal skills, with ability to interface effectively across organizational levels and with external stakeholders.
• Strong problem-solving skills and analytical mindset to diagnose service challenges and implement effective solutions.
• Proven leadership qualities to drive team performance and build strong working relationships within the dealership network.
• High level of organization and capability to manage multiple initiatives concurrently without compromising quality.
• Proactive attitude towards continuous learning and embracing new service technologies and methodologies.
• Ability to work under minimal supervision and to exercise sound judgment in escalated service matters.

Our commitment to Diversity, Equity, and Inclusion

At Mahindra and Mahindra Limited, our commitment to Diversity, Equity, and Inclusion (DEI) is foundational to who we are as a global leader in the automotive and farm equipment industry. We actively foster an environment where every individual’s unique background, perspectives, and talents are not only welcomed but celebrated.

We uphold fair and equitable practices across recruitment, development, and advancement, ensuring all employees have equal access to opportunities irrespective of any personal characteristic protected by law. Our inclusive culture enables all team members to contribute authentically, fostering innovation and collective success.

We encourage applications from candidates representing diverse communities and experiences to join us in building a workforce that reflects the varied customers and markets we serve. Together, we strive to create a workplace where respect, empathy, and empowerment thrive, bolstering our mission to deliver excellence through collaboration and mutual support.