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 and systems related to the service function at channel partners level. - Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level. - To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships. - To attend and resolve the critical customer complaints and measure of customer satisfaction level. - To work towards and increase dealer 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 and 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.Ensure warranty claims process adherence at the channel partners level. - To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships. - Conducting service audits periodically as per the company norms. - Ensure Product training of the dealer, workshop manager and service mechanics Preferred Industries Agriculture Implemen Automobile Education Qualification Bachelors of Technology; Bachelor of Engineering; Diploma in Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture General Experience 1-4 Years of relevant experience as CCM Critical Experience Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues System Generated Core Skills Change Management Channel Strategy Consumer Focus Customer Relationship Management (CRM) Product Knowledge & Application Service Management System Generated Secondary Skills