Relationship Managers

Responsibilities & Key Deliverables

Responsibilities & Key Deliverables:

As a Relationship Manager at Mahindra & Mahindra Ltd, you will take on a pivotal role in enhancing customer experience and engagement in the EV Charging Infrastructure division. Your responsibilities will include but are not limited to:

• Customer Interaction: Serve as the primary contact for end customers, expertly addressing technical queries related to Chargers while providing immediate and effective solutions tailored to their needs.
• Consultative Approach: Act as a consultant for customers, ensuring that their requirements are fully understood and met, thus fostering strong relationships and trust.
• RWA & DISCOM Liaison: Manage interactions with Resident Welfare Associations (RWAs) and DISCOMs to resolve queries related to approvals and ensuring adherence to installation and safety standards.
• Sales & Service Coordination: Collaborate closely with the Sales & Service teams at various dealership levels (AD & Powerol), facilitating a seamless flow of information and support.
• DMS Monitoring: Oversee the monitoring of the Dealer Management System (DMS), ensuring that service calls are effectively managed and coordinated with field teams for site surveys, installations, and commissioning tasks.
• Process Improvement: Strengthen service systems and processes at Powerol Dealers, identifying opportunities for enhancing operational efficiency and customer satisfaction.
• Training & Support: Develop and administer targeted training courses for both the Powerol field team and customers to deepen understanding of Charger installation processes.
• Technical Guidance: Provide on-the-ground support and technical assistance to the field teams, ensuring they have the necessary resources and information to meet customer requirements.
• Approval Support: Assist customers in navigating the approval processes with DISCOMs and local municipalities, facilitating timely outcomes.
• Field Issue Resolution: Address and resolve field issues promptly, whether through remote support or on-site engagements, to maintain service continuity.
• Technical Literature Management: Ensure that technical information, literature, and service bulletins are readily available and up-to-date for all products, keeping the field team informed.
• Market Insight: Gain a thorough understanding of market trends and customer requirements, enabling informed strategic decisions.
• Travel Requirements: Be prepared for frequent travel to partner with customers and dealers to further business objectives and relationships.

Experience

Experience:

To succeed in this role, it is expected that candidates will bring the following experience:

• A proven track record in a customer-facing role, preferably within the energy or EV infrastructure sectors, demonstrating the ability to handle technical inquiries effectively.
• Experience engaging and collaborating with multiple stakeholders, including companies, authorities, and customers, to achieve common goals and objectives.
• Hands-on experience in liaising with regulatory bodies and understanding compliance requirements within the EV market.
• Demonstrable experience in training or mentoring teams, with the ability to convey technical concepts clearly to different audiences.
• Expertise in using CRM tools, DMS systems, and service applications to monitor customer interaction and improve service delivery.
• A history of visiting client sites to assess needs, troubleshoot challenges, and provide just-in-time solutions that enhance customer satisfaction.

Industry Preferred

Industry Preferred:

The ideal candidate will have exposure to industries including but not limited to:

• Electric Vehicles (EV) and charging infrastructure
• Renewable energy and sustainable technology sectors
• Automotive and industrial engineering
• Telecommunications with a focus on infrastructure support
• Consulting and technical services in energy management
• Customer service in related technological fields

Qualifications

Qualifications:

Prospective candidates must meet the following qualifications:

• A Bachelor's degree in Engineering, Business Administration or a related field is preferred. Advanced degrees or certifications relevant to the EV charging or energy sectors would be an advantage.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions in a fast-paced environment.
• Excellent communication and interpersonal skills to foster strong relationships with customers and team members alike.
• Ability to work independently and as part of a collaborative team, showcasing flexibility to adapt to changing business needs.
• Proficient with Microsoft Office Suite and experience with CRM or other relevant software tools.

General Requirements

General Requirements:

The successful candidate will be:

• Detail-oriented with a proactive approach to problem-solving and a commitment to achieving results.
• Capable of handling multiple tasks and prioritizing effectively to meet various demands.
• Passionate about sustainability and the transition to green technologies.
• Able to function effectively in both field and office settings, demonstrating versatility in working environments.
• Willing to travel as necessary to fulfill the responsibilities of the role.