Mahindra & Mahindra is Hiring | Deputy Manager |

Position – Deputy Manager – Customer Care
Company – Mahindra & Mahindra Ltd.
Location – India

Job 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 the 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 to and resolve the critical customer complaints and measure customer satisfaction level.
• To work towards an 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 order 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 the 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, 3 Wheeler, Tractor, Farm Sector

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

• 2 – 6 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

Mahindra Leadership Competencies

• Result Orientation with Execution Excellence_Effective Project Management
• Strategic Business Orientation_Business Perspective
• Result Orientation with Execution Excellence_Passion for Quality
• Strategic Business Orientation_Anticipating and Leveraging Business Opportunities
• Result Orientation with Execution Excellence_Accountability for results
• Strategic Business Orientation_Strategic Foresight
• Result Orientation with Execution Excellence_Agility with discipline
• Strategic Business Orientation_Global mind-set
• Leveraging Human Capital_Exponential synergy
• Leadership through Sustainability_Strategize around, Sustainability Drivers
• Leveraging Human Capital_Team development
• Leadership through Sustainability_Frugal mindset
• Leveraging Human Capital_Entrepreneurial engagement
• Leadership through Sustainability_Stakeholder focus
• Leveraging Human Capital_Appreciating diversity
• Leadership through Sustainability_Triple Bottom Line Sensitivity
• Weaving Passion and Energy at Work_Being Passionate about work
• Customer Focus_Customer Sensitivity
• Weaving Passion and Energy at Work_Working without Barriers
• Customer Focus_Customer Delight
• Weaving Passion and Energy at Work_Blending Fun with work
• Customer Focus_Service Orientation
• Weaving Passion and Energy at Work_Learning from Failures
• Innovation Led Transformation _Idea Orientation
• Innovation Led Transformation _Change catalyst
• Innovation Led Transformation _Risk Taking with Responsibility

System Generated Core Skills

• Change Management
• Channel Strategy
• Consumer Focus
• Customer Relationship Management (CRM)
• Product Knowledge & Application
• Service Management