Area Customer Care Manager

Responsibilities & Key Deliverables

As an Area Customer Care Manager at Mahindra & Mahindra Ltd, you will be instrumental in delivering exceptional service quality and customer satisfaction across the designated region. Your core responsibilities will include analysing and resolving complex technical complaints related to vehicles in the field, ensuring timely and effective rectification of defects and overseeing the comprehensive overhaul of aggregates.

You will play a pivotal role in managing internet-based warranty processes, ensuring accuracy and promptness for seamless customer experience. Implementation and monitoring of service processes at channel partners will be under your purview, where you will drive adherence to quality standards and operational excellence.

• Develop and expand secondary service and sales channels to enhance market reach and customer service availability.
• Provide constructive feedback on Mahindra’s as well as competitors’ products to support continuous improvement initiatives.
• Conduct regular training sessions for service managers to build their technical and managerial capabilities.
• Collaborate with channel partners to devise special service support plans tailored for strategic customers, ensuring premium service delivery.
• Ensure effective execution of spare parts orders across all channel partners, maintaining sufficient inventory levels to meet demand and service targets.
• Guide channel partners on optimising manpower, facilities, and equipment utilization to maximise operational efficiency and profitability of workshops.
• Monitor and manage spare parts inventory, guaranteeing availability and reducing stock deficits.
• Oversee service guarantee commitments at dealerships, fostering high customer trust and retention.
• Conduct monthly visits to Authorized Service Centres (ASCs) alongside ASC coordinators, evaluating performance metrics and facilitating improvements.
• Organise and participate in monthly service camps to promote proactive maintenance and customer engagement activities.
• Maintain regular communication with customers, updating feedback and response data to enable responsive service management.

Effective management information system (MIS) reporting on service activities will be crucial for data-driven decision making and continuous performance enhancement.

Preferred Industries

Education Qualification

The ideal educational background for this role includes a Diploma in Engineering or a Bachelor of Engineering degree, preferably in Mechanical Engineering. This educational foundation ensures a solid understanding of vehicle mechanics, automotive systems, and engineering principles essential for technical problem-solving and service management.

Additional technical certifications or specialized training in automotive service management, warranty handling, or quality assurance would be advantageous, supporting your capability to lead service operations effectively.

Continuous professional development and staying updated with industry advancements, emerging automotive technologies, and best practices in customer care and service management are key components to thriving in this position.

General Experience

A minimum of 5 years of comprehensive industry experience is required, ideally within automotive service operations, customer care management, or technical support roles. This experience should demonstrate proficiency in managing vehicle servicing workflows, warranty administration, and collaboration with channel partners.

Proven track record in handling service complaints, conducting technical diagnostics, overseeing workshop profitability, and managing spare parts logistics will be highly regarded.

Experience working with digital tools for warranty management, MIS reporting, and customer feedback systems is essential to enable efficient operational oversight and enhanced customer satisfaction.

Strong interpersonal skills developed through coordinating with diverse teams, channel partners, and customers across various regions will contribute significantly to success in this role.

Critical Experience

Critical experience for the Area Customer Care Manager role includes expertise in managing complex vehicle technical complaints and defect rectification at scale, particularly within a large automotive division.

Demonstrated ability to lead service process implementations and improvements at multi-location channel partners, driving consistent service quality across the network, is essential.

Hands-on experience in secondary channel development for service and spare parts sales is pivotal to support market expansion and customer accessibility.

Proficiency in training and mentoring service managers to elevate technical skills and customer handling capabilities is a key requirement.

Expertise in strategic spare parts inventory management, workshop profitability analysis, and service guarantee management ensures robust operational control and customer confidence.

Strong competency in using performance metrics and MIS reporting for monitoring, planning, and enhancing service operations is vital.

Familiarity with Mahindra Leadership Competencies such as innovation-led transformation, strategic business orientation, result orientation with execution excellence, and leadership through sustainability will underpin successful leadership within this role.

Overall, this position demands a strategic thinker and a proactive executor who can blend technical acumen with exceptional stakeholder management and customer focus, driving excellence and sustainable growth in automotive customer care.

System Generated Core Skills

System Generated Secondary Skills