Relationship Managers

Responsibilities & Key Deliverables

As a Relationship Manager within Mahindra & Mahindra Ltd's Operations division dedicated to EV Charging Infrastructure, you will serve as the primary liaison between our customers and the technical support teams. Your role will involve addressing and resolving a wide spectrum of technical queries related to EV chargers and installation support, ensuring the highest standards of customer satisfaction.

Your responsibilities include providing expert consultation to customers by offering immediate and tailored solutions based on their specific needs, fostering a consultative service approach. Engaging proactively with Resident Welfare Associations (RWAs) and DISCOM authorities will be essential to facilitate approvals, address product-related questions, and ensure adherence to installation safety protocols.

You will collaborate closely with the Sales and Service teams across various dealership levels (Authorized Dealers and Powerol Dealerships, as well as Area, Regional, and Zonal Offices) to manage service delivery and customer engagement efficiently. Monitoring and utilizing the Dealer Management System (DMS) will be crucial for tracking service calls and orchestrating on-ground activities, such as site surveys, installations, and commissioning efforts.

Part of your duties will involve reinforcing service processes at Powerol dealerships to ensure robust and consistent customer support. You will guide and educate sales teams and customers on the technical and procedural aspects of charger installation, empowering them with the right knowledge about necessary groundwork at the installation sites.

Technical guidance to the Powerol field team is another essential aspect, including support related to site readiness and operational challenges. You will liaise effectively with municipal authorities and DISCOM bodies to resolve any on-site obstacles, maintaining smooth project execution.

In addition to remote troubleshooting and on-site visitations, you will maintain an up-to-date repository of technical literature, service bulletins, and information relevant to all products, ensuring the field teams are regularly informed. Developing and administering customised training programmes tailored to specific field team needs will enhance overall service quality and performance.

Ensuring the optimal use of DMS and service applications by Powerol Dealers and comprehending competitive benchmarks for charger installation, service, and operations & maintenance processes will guide continuous improvement initiatives. Building deep insights into customer requirements and market dynamics will help in crafting effective service strategies.

Cultivating strong, collaborative relationships with customers, service teams, dealers, and sales personnel will be vital to drive sustained business growth and deliver superior service experiences. A comprehensive understanding of the Charger Warranty Policy will ensure clear communication on after-sales support.

This role requires frequent travel to visit customers and dealer locations for business purposes and fostering strong partnerships across the network.

Experience

• Proven experience in customer-facing roles with a strong technical foundation, ideally within the EV charging or electrical product sectors.
• Demonstrated ability to manage and resolve technical queries effectively, with a consultative and solution-oriented approach.
• Experience coordinating with multiple stakeholders such as RWAs, DISCOMs, municipal authorities, sales, and service teams, showcasing excellent negotiation and liaison skills.
• Proficiency in using Dealer Management Systems (DMS) and related service applications to monitor service calls and activities.
• Background in developing and delivering technical training and support materials to field teams.
• Strong problem-solving skills, both remotely and on-site, with the capability to address complex installation and service issues.
• Excellent communication and interpersonal skills to build and maintain effective relationships with customers, dealers, and internal teams.
• Ability to manage travel schedules and effectively handle business visits to multiple locations.
• Understanding of warranty policies and after-sales support mechanisms.
• Prior exposure in operations related to EV infrastructure, renewable energy products, or electrical equipment will be highly valuable.

Industry Preferred

The ideal candidate will have previous experience in industries related to electric vehicle (EV) charging infrastructure, renewable energy solutions, electrical equipment manufacturing, or technical services within automotive sectors. Familiarity with regulatory frameworks governing electric utilities and municipal approvals enhances readiness for the role. Additionally, backgrounds in technical sales support, installation services, or customer technical consultancy in energy or automotive domains are particularly suited to this position.

Qualifications

• Bachelor's degree in Electrical Engineering, Electronics, Mechanical Engineering, or a closely related technical discipline.
• Relevant certifications or training in EV technologies, electrical installations, or customer service excellence are advantageous.
• Strong computer literacy, including proficiency with CRM systems, DMS platforms, MS Office Suite, and technical documentation tools.
• Demonstrated ability to learn and adapt to new technologies quickly and efficiently.
• Excellent organisational skills with the capacity to manage multiple tasks and stakeholders concurrently.
• Effective presentation and training skills to communicate complex technical information clearly to diverse audiences.
• Valid driving licence and willingness to undertake regular travel as part of job duties.

General Requirements

We seek candidates who embody a proactive, customer-centric mindset with the ability to work collaboratively across departments and with external partners. Strong analytical thinking, empathy, adaptability, and effective communication are essential for navigating complex interactions with customers and authorities. Candidates must be resilient, solution-driven, and committed to upholding Mahindra & Mahindra Ltd's values of integrity, innovation, and excellence. Flexibility for frequent travel and hands-on site involvement is required to fulfil this role's responsibilities.

Commitment to continuous learning and professional development within the evolving EV infrastructure domain is highly desirable to keep pace with technological and regulatory changes.