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Deputy Manager - Customer Care

Date:  8 Feb 2024

Jaipur, Jaipur, IN

Company:  Mahindra & Mahindra Ltd

Responsibilities & Key Deliverables

Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.Implementation of all processes and systems related to the service function at channel partners level.Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.To attend and resolve the critical customer complaints and measure of customer satisfaction level.To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.Ensure meeting spare targets of all channel partners and company promoted oil targets.Ensure coordination for timely spare parts orders execution for channel partners.Ensure dealer CSI score targets are met by driving improvement action plans.To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell.Ensure warranty claims process adherence at the channel partners level.To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.Conducting service audits periodically as per the company norms.Ensure Product training of the dealer, workshop manager and service mechanics

Preferred Industries

Agriculture Implemen

Education Qualification

Bachelors of Technology; Bachelor of Engineering; Diploma in Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture

General Experience

1-4 Years of relevant experience as CCM

Critical Experience

Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues

Mahindra Leadership Competencies

Result Orientation with Execution Excellence_Effective Project Management
Strategic Business Orientation_Business Perspective
Result Orientation with Execution Excellence_Passion for Quality
Strategic Business Orientation_Anticipating and Leveraging Business Opportunities
Result Orientation with Execution Excellence_Accountability for results
Strategic Business Orientation_Strategic Foresight
Result Orientation with Execution Excellence_Agility with discipline
Strategic Business Orientation_Global mind-set
Leveraging Human Capital_Exponential synergy
Leadership through Sustainability_Strategize around,Sustainability Drivers
Leveraging Human Capital_Team development
Leadership through Sustainability_Frugal mind set
Leveraging Human Capital_Entrepreneurial engagement
Leadership through Sustainability_Stakeholder focus
Leveraging Human Capital_Appreciating diversity
Leadership through Sustainability_Triple Bottom Line Sensitivity
Weaving Passion and Energy at Work_Being Passionate about work
Customer Focus_Customer Sensitivity
Weaving Passion and Energy at Work_Working without Barriers
Customer Focus_Customer Delight
Weaving Passion and Energy at Work_Blending Fun with work
Customer Focus_Service Orientation
Weaving Passion and Energy at Work_Learning from Failures
Innovation Led Transformation _Idea Orientation
Innovation Led Transformation _Change catalyst
Innovation Led Transformation _Risk Taking with Responsibility

System Generated Core Skills

Change Management
Channel Strategy
Consumer Focus
Customer Relationship Management (CRM)
Product Knowledge & Application
Service Management

System Generated Secondary Skills

Job Segment: Engineer, Field Service, Engineering, Manufacturing

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