Deputy Manager - Customer Care

Company:

Mahindra & Mahindra Ltd 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. Ensure warranty claims process adherence at the channel partner’s 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 & service mechanics. Experience Minimum 1 year of On - Role experience in Customer Care roleIndustry Preferred Qualifications B.Tech /BE - Agriculture (Preferred) / Mechanical / Automobile Diploma –Agriculture, Mechanical, Automobile (With Experience**)General Requirements Our commitment to Diversity, Equity, and Inclusion