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