Apply for Job
Cluster Business Manager - Service
Lucknow, IN
Responsibilities & Key Deliverables
Deliverables
Lead a team of Customer Care Managers, Share and implement best practices to achieve a high level of customer service, Drive faster closure on corrective advice for field vehicles (service actions), Dealer Management (Dealer Satisfaction), Monitor customer complaints and warranty issues, Strive to exceed the CSI, Escalate any surge in any field issues to PVT, Ensure all business aspects in place, Ensure quick closure of customer concerns, Ensure implementation of service processes at channel partners, Customer Retention, Channel Development & Expansion (Primary, Secondary and Tertiary), Driving Turn Around Time, Feedback on company as well as competitors’ products, Capability Building of Dealer Manpower, Fleet Management, Ensure execution of spare parts order by all channel partners for sufficient inventory, Guide channel partners for manpower/facilities/equipment optimization, Ensure profitability of workshops of channel partners, Service campaigns, Creating systems to ensure first time right service, Train the team on the aspects mentioned above
Work Experience - 10+ Years
Functional Areas of Expertise:
Dealer Management, Familiar with managing customer relationships and quality services, Efficiency in ensuring proper implementation of services framework, Proficiency in planning and organizing work to meet expected outcomes, MS Office proficiency, Service Planning, Ability to stay abreast with the latest technological advancements
Ideal candidate should have:
Analytical mindset, Good communication skills, Sense of time management, Result-orientation, Good Team handling, Interpersonal skills, Agility with discipline, Accountability for results, Exponential synergy, Proactiveness, Strategic Foresight
Preferable industries - Automobile Aftermarket
Preferred Industries
Education Qualification
General Experience
Critical Experience
Mahindra Leadership Competencies
System Generated Core Skills
System Generated Secondary Skills