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Manager Customer Care - FES IO (Swaraj)

Date:  9 Feb 2024


Company:  Mahindra & Mahindra Ltd

Responsibilities & Key Deliverables

Achieve Parts sales revenue targets by catering overseas market needs

Monitor & control DSS for overseas markets to ensure dealer/ distributor / customer satisfaction by maintaining the Parts fill rates as per targets

Provide quick resolution to parts related queries by effective coordination with Warehouse & technical team & overseas market & achieve FFR targets

Back order monitoring & execution

Coordinate with Field team for getting orders / Issue PFI / Ensure timely dispatch of BDT / Rush / Stock order as per set deliverables

Coordinate with logistic team to ensure timely dispatch

Adherence to country specific statutory requirements

Issue Parts Bulletins & Maintenance of Parts in Portal

Support Parts Price rationalization program to generate additional revenue

Support New product launches by providing product literature as per launch plan

Build the technical competency in overseas Distributors/Dealers personnel by conducting training programs as per their specific needs as well as for newly launched products

Effective analysis & administration of Warranty through on time reimbursement to distributors/dealers

Provide quick resolution to product quality issues in field by effective coordination with R&D & Quality teams. Maintain time line targets for Top 5 Warranty projects & CVL’s

Assist distributors in speedy Product concern resolution

Implement warranty policy and monitor warranty cost per Tractor

Driving critical initiatives in overseas markets by handholding overseas partners


Experience in handling distributors & dealers

Sound technical knowledge with analytical skills

Experience in warranty system

Hands on experience in SAP SD module

Exposure to Parts inventory management

Business acumen

Industry Preferred



General Requirements

Job Segment: Warehouse, Manufacturing

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