Mahindra & Mahindra is Hiring | Deputy Manager |

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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


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