Mahindra & Mahindra—Deputy Manager - Customer Care

Job description

Description: Responsibilities & Key Deliverables - Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management. - Implementation of all processes & systems related to the service function at channel partners level. - Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partner’s level. - To guide & conduct on the job training of the Service Mechanics for technical problem solving and de-bottlenecking at the dealerships. - To attend & resolve the critical customer complaints and measure of customer satisfaction level. - To work towards & increase dealer’s profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts. - Ensure meeting spare targets of all channel partners & company promoted oil targets. - Ensure coordination for timely spare parts orders execution for channel partners. - Ensure dealer CSI score targets are met by driving improvement action plans. - To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager. - To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell. Experience 4 to 8 Years of relevant experience as CCM Qualifications B.Tech /BE - Agriculture (Preferred) / Mechanical / Automobile, Diploma –Agriculture, Mechanical, Automobile (With Experience**)