Mahindra & Mahindra—Manager - Customer Care (Bangladesh)

Job description

Description: Responsibilities & Key Deliverables - Based in Dhaka office, liaise with Mahindra & Swaraj distributors to ensure proper service, warranty and spare parts support - Lead local service team in Mahindra Bangladesh office to ensure smooth delivery of service to distributors and customers - Report product issues from the market, assist collaborate with HO team to determine root cause and implement resolution in market, suggested by HO. - Assist / guide distributors in Service & Parts Operations. - Implement policies and procedures in distributor network. - Map Skill Matrix and identify TNI and conduct training sessions to ensure dealer technicians /service advisors are trained. - Implement warranty policy. - Ensure receipt of timely product feedback from dealers. - Ensure distributors get required support in terms of literature, tools, diagnostics, catalogues, capability building etc. - Help distributors grow business through Service Marketing activities. Responsibilities & Key Deliverables - Visit fleet operators along with Distributor to instill confidence in our products and services. Monitor & control, CSI, TAT & DSS for respective countries to ensure dealer/ distributor / customer satisfaction. - Implement new initiatives in after sales / Service deliverables. - Digitization scope & delivery in After Sales operation. - Tender Support- Identifying & execution of after sales & initial startup activity like recommended part list, farmer kit, special tools kit, training aggregates - cut section, literatures, accessories. - New product introduction, preparation of ‘Product Request Format’, discuss with product team. Hand hold sales team till new product launch.New launch Support in after sales deliverables. Experience - BE – not less than 4-5 yrs - Diploma –6-8 yrs In Service and Field Operations of Tractors Industry. International experience will be an added advantage Desirable Experience - Exposure to dealerships systems and processes with experience in implementing dealership and CSI processes (Tractors) - In depth product knowledge & Exposure to QA & NPD process - Experience in handling dealers and customers. - Sound technical knowledge with analytical skill. - Exposure to Parts inventory management - Business acumen Desirable Competencies: - Good Analytical ability - Strong communication & Presentation skills - Result orientation skills - Experience in warranty system Qualifications BE/B.Tech or Diploma in Automobile / Mechanical