Mahindra & Mahindra—Sr. Territory Manager-Customer Care

Job description

Description: Responsibilities & Key Deliverables Service Operations Management: Oversee and coordinate all genset service activities in the North East region. Ensure timely and efficient servicing of genset equipment. Develop and implement maintenance schedules and service protocols. Team Leadership :Lead and mentor a team of service engineers and customer service representatives. Provide training and support to team members to enhance technical and customer service skills. Conduct regular performance reviews and set development goals for the team. Customer Care:Serve as the primary point of contact for customer inquiries, complaints, and service requests .Maintain strong relationships with key customers and ensure their service needs are met. Implement customer feedback mechanisms to improve service quality and customer satisfaction. Dealership Collaboration: Work closely with dealerships to coordinate and monitor service activities. Ensure dealerships adhere to company standards and guidelines for genset servicing. Support dealerships in resolving service-related issues and improving service delivery. Business Development :Identify new business opportunities and potential areas for service growth within the region. Collaborate with the sales team to support customer acquisition and retention efforts. Quality Control: Monitor service quality and ensure compliance with company standards and industry regulations .Conduct regular audits and inspections to ensure high levels of service delivery. Reporting and Documentation: Maintain accurate records of service activities, customer interactions, and inventory management. Prepare and submit regular reports on service performance, customer satisfaction, and team productivity. Experience 5 to 10 years Industry Preferred Genset Industry Qualifications Bachelor's degree in Electrical/Mechanical Engineering, Business Administration, or a related field General Requirements Communication, Travelling Our commitment to Diversity, Equity, and Inclusion At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive. We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law. We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants. Together, we rise by embracing differences and building a future that reflects the communities we serve.