Area Customer Care Manager

Responsibilities & Key Deliverables

The Area Customer Care Manager will be responsible for thoroughly analysing technical complaints reported in the field to identify underlying issues and facilitate effective resolution. This role requires hands-on involvement in rectifying vehicle defects and overseeing comprehensive overhauls of aggregates to uphold vehicle reliability and customer satisfaction.

Key responsibilities include managing internet-based warranty systems to ensure seamless processing and validation of claims, alongside implementing and monitoring standardized service processes across all channel partners, ensuring consistency and excellence in the customer experience. The incumbent will also lead the development of secondary service channels to expand our reach.

Engagement with both company products and competitors’ offerings is critical to provide constructive feedback to the wider organisation, informing product improvements and service innovations. The role encompasses training and mentoring service managers to enhance their technical and managerial capabilities.

Strategic customer support will be facilitated through tailored special service initiatives, collaborated upon with channel partners to maintain and grow key client relationships. The Area Customer Care Manager will ensure spare parts orders are executed efficiently by all partners, maintaining optimal inventory levels and supporting sales targets within the secondary network.

Guidance to channel partners on manpower, facilities, and equipment utilisation will be provided to maximise operational efficiency and profitability of workshops. Monthly performance reviews, including visits to Authorized Service Centres (ASC) along with coordination efforts, are a vital function, ensuring continuous improvement and adherence to service agreements.

Additional responsibilities include conducting regular service camps, managing service guarantees at dealership levels, and proactively updating the Management Information Systems (MIS) for service and spare parts inventory management. Liaising directly with customers on a monthly basis aids in collecting comprehensive feedback and updating the M Response data to track satisfaction metrics.

Preferred Industries

Education Qualification

The ideal candidate will hold a Diploma or Bachelor of Engineering degree with a specialization in Mechanical Engineering. This educational foundation is essential for understanding vehicle mechanics, technical diagnostics, and repair methodologies.

Additional certifications or training in automotive service management, quality control, and customer service excellence are advantageous. Continuous professional development is encouraged to keep abreast of emerging technologies and evolving industry standards in automotive service and customer care.

General Experience

Applicants should bring a minimum of 5 years of professional experience in automotive customer care, service management, or related fields. Experience should ideally include direct involvement with technical complaint resolution, warranty management, and aftermarket service operations.

Familiarity with managing service processes across multiple dealerships or channel partners, as well as hands-on experience in inventory and spare parts management, is highly valuable. Proven ability to mentor and train service personnel and manage relationships with strategic customers is expected.

Experience working within an automotive business unit or similar industrial environment will aid in understanding the strategic orientation and operational dynamics required for this role.

Critical Experience

This position requires a comprehensive set of leadership competencies aligned with Mahindra & Mahindra Ltd’s leadership framework, including but not limited to:

• Innovation Led Transformation: Act as a change catalyst by embracing risk-taking with responsibility and fostering idea orientation to drive transformational initiatives.
• Strategic Business Orientation: Exhibit strong business acumen, anticipate and leverage emerging business opportunities, and demonstrate strategic foresight with a global perspective.
• Result Orientation with Execution Excellence: Manage projects effectively, maintain a passion for quality, be accountable for results, and demonstrate agility with discipline.
• Leadership through Sustainability: Strategically engage sustainability drivers, promote a frugal mindset, focus on stakeholder engagement, and incorporate triple bottom line sensitivity.
• Leveraging Human Capital: Develop high-performing teams through entrepreneurial engagement, appreciate diversity, and cultivate exponential synergy.
• Customer Focus: Maintain strong customer sensitivity and delight, ensure service orientation, and foster working relationships without barriers.
• Weaving Passion and Energy at Work: Demonstrate enthusiasm and passion for work, blend fun with professionalism, and promote learning from failures.

Proficiency in these competencies will empower the Area Customer Care Manager to lead with influence, consistently deliver exceptional service, and contribute to the strategic objectives of the company’s automotive division.

System Generated Core Skills

System Generated Secondary Skills