Deputy Manager- Customer Care

Company:

Mahindra & Mahindra Ltd Responsibilities & Key Deliverables Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the future.Understand ing the internal and external Customers stated and unstated requirements and working towards creating a culture of customer focus, thereby building the Mahindra brand in Customers mind.Understand ing the basic requirement of products in the market based on competitors product study, interfacing with Quality in PDRDS to rectify product issues as well as building confidence of the product in the sales team.Ability to build a rapport with channel partners and the sales team being the main link between the field and head office.Ability to develop systems and processes to ensure workshop and dealer profitability.Ability to design and implement new Customer Care initiatives in the field.Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the futurePreferred Industries Agriculture ImplemenAutomobileTractorEducation Qualification Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Agriculture; Bachelor of Engineering in AutomobileGeneral Experience 10- 15 Years ExperienceCritical Experience System Generated Core Skills Business AnalyticsCustomer SatisfactionService OrientationCustomer SensitivityProduct ManagementRelationship ManagementInfluencing SkillsConflict ManagementSystem DevelopmentSix SigmaProcess ManagementProduction PlanningProduct PlanningService Initiatives & CampaignsTalent AcquisitionInternal CommunicationBrand Value PropositionBrand PositioningBrand BuildingRequirement AnalysisCompetitor AnalysisQuality Assurance (QA)Product TrainingSalesProcess Design & ImplementationFinance FundamentalsCredit ManagementPlanning for Dealership ProfitabilityProject ManagementCustomer CentricitySystem Generated Secondary Skills