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Date: 06-Jan-2022

Location: Nagpur

Company: Mahindra & Mahindra Limited

Key Result Areas

1.) Aggregate wise issue resolution
2.) End to End Aggregate wise service literature development
3.) Creation of Problem Bank

4.) Update the system with relevant supporting resources

5.) Training to ASK experts frequently


key responsibility activities:


1.) Percentage closure of tickets at ASK level                                                                                                      

2.) Tracking of issues escalated at CCM level                                                

3.)Literature development - DIY/SOPs/etc                                                                                                                                                

4.) MIS  & Escalation management                                                                                                                                                  

5.) System support -  issue handling (through IT platform)
6.) Technical Guidance to ASK experts on Phone, Video Call
7. ) Troubleshooting of every queries recieved
8.)  Updation of  Problem  Bank 
9.) Knowledge sharing with Team members                                                                                                        

10.) Field Visit for critical issues

Key Skills:

1.) Good Communication skills ( English , Hindi, telugu) 
2.) Tractor Driving skills
3.) Product Knowledge (Technical Know How)- Hand on Experience is must 
4.) Problem Solving Approach and Analytical
5.)  Must be Tech Savvy & knowledge of CRM and analytical tools like PowerBI
6.)  Must be  having product Knowledge of Farm Machinery              

Work Ex: Preferrably internal Mahindra people with 15+ yrs. of relevant experience in Tractor / Automobile industry (atleast at L7M)

Quali: BE (Mech / Automobile/ Agri ) 

Industry Preferred: Tractor Industry