Mahindra & Mahindra—Assistant Area Manager - Customer Care

Job description

Description: Responsibilities & Key Deliverables Responsibilities & Key Deliverables Customer Centric Role Quality Product installation Tractor Service within Timeline & Quality . Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases) Product complaints resolution with feedback to Plant HO. thru Field Technical reports. Ensure Retention of Customers – Under warranty as well as Post warranty. Conducting field service activities for customers. Ensure CSI amongst top in the industry. Warranty control, audit & dispute handling. Reduce vehicle down time & improve work quality. Managerial Role Ensure Dealership is Profitable & Sustainable Meet Organisational service Business targets like Spares , Lubes, accessories… etc. Capability building of dealers Manpower on technical skill and system & processes. Ensures Customer satisfaction among Sales & Dealers to support the function . Inclusion of Channels to propagate business at Dealership level as well as Organizational level. - Service Quality audit , Feedbacks , Field trials , Retro- fitments drives etc Preferred Industries Automobile Tractor Education Qualification Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture General Experience 4-7 years of Experience Critical Experience System Generated Core Skills Communication Skills Customer Sensitivity Consumer Focus Customer Relationship Management (CRM) Customer Support Manpower Management Dealer Relationship Management Negotiation Training & Development Revenue Generation SAP Service Planning Service Readiness Assessment Team Building Territory Coverage Optimization Warranty Management Designing Customer Experience Service Orientation Capability Building Service Quality Service Management System Generated Secondary Skills