Deputy Customer Care Manager

Responsibilities & Key Deliverables

The Deputy Customer Care Manager plays a critical role in ensuring the highest level of vehicle service satisfaction within the Automotive Division. Key responsibilities include conducting thorough analysis of technical complaints received from field operations, with a focus on identifying root causes and implementing effective solutions to rectify defects. This role requires overseeing the overhaul of vehicle aggregates to guarantee optimal performance and durability.

Managing internet-based warranty processes is critical, ensuring that all claims are processed efficiently and in compliance with company policies. You will partner closely with channel partners to enforce service processes, driving consistency and quality in service delivery across the network.

Development and expansion of the secondary channel network for both service and spare parts sales will be a core focus area, including guiding channel partners in manpower, facility, and equipment optimisation to align with operational goals and cost effectiveness.

Training programs for service managers will be designed and executed to amplify technical knowledge and service excellence. Special service support initiatives will be developed in collaboration with strategic customers and channel partners to enhance customer satisfaction and retention.

Regular assessment of spare parts ordering and inventory management will be essential to maintain adequate stock levels to meet demand while supporting sales targets. Profitability of workshops under channel partners' management will be closely monitored and optimised.

You will generate comprehensive Management Information Systems (MIS) reports on service performance and drive monthly service-related activities including visits to Authorized Service Centers (ASCs), performance monitoring, and execution of service camps. This will be complemented by regular customer visits to gather feedback and improve service response times (M Response data).

Leading service guarantee management at dealerships and supporting initiatives focused on continuous improvement will be crucial to uphold Mahindra & Mahindra Ltd's commitment to excellence.

Preferred Industries

Education Qualification

Educational qualifications required for this position include a Diploma in Engineering or a Bachelor of Engineering degree, preferably with a focus on Mechanical Engineering. Candidates who possess comprehensive technical education accompanied by practical understanding of automotive systems will find this role well-suited to their expertise.

The ideal candidate will have pursued rigorous study in mechanical principles, vehicle dynamics, and engineering fundamentals, enabling them to adeptly troubleshoot complex mechanical issues and oversee repair methodologies applicable to diverse vehicle models.

Ongoing professional development in automotive technologies and service management is highly encouraged to stay abreast of industry innovations and evolving customer expectations.

General Experience

The candidate must have a minimum of five years of progressive experience in automotive service management or a closely related field within a reputable organisation. This experience should demonstrate a solid track record of managing technical service operations, fault diagnosis, and the execution of maintenance programs.

Experience leading teams, coordinating with channel partners, and handling warranty administration effectively is essential. Proven ability to develop secondary sales channels and optimise workshop profitability will be critical for success in this role.

Applicants should have familiarised themselves with service process implementation and have exposure to inventory management systems, MIS reporting, and customer satisfaction initiatives within the automotive sector.

Critical Experience

The ideal Deputy Customer Care Manager will demonstrate a combination of leadership competencies and critical experience, encompassing innovation, strategic business orientation, and result-driven execution excellence.

This includes the ability to act as a change catalyst, anticipating business opportunities and risks while managing projects with accountability and a passion for quality. A global mindset reflecting strategic foresight and agility within disciplined frameworks is essential.

The role demands proficiency in managing sustainability drivers, endorsing frugal mindsets, and fostering synergistic team development with entrepreneurial engagement. Stakeholder focus, appreciation of diversity, and customer sensitivity leading to exceptional service orientation and delight are paramount.

Leadership attributes should include the capability to weave passion and energy into work environments, encouraging working without barriers, learning from failures, and blending fun with productivity.

Competence in customer-focused approaches, dealer relationship management, and service planning will complement the technical and operational expertise required to excel in this position.

System Generated Core Skills

System Generated Secondary Skills