25 Sep
Mahindra and Mahindra
Kochi
Monitor and improve Customer Satisfaction parameters across the region-MTTR, TCF, Periodic Feedback and CaPS and personal customer visits
Monitor and strategically improve STR, AMC Sale, Bharosa Sale, Spares and Lubricants business across the region to exceed the targets
Motivate the Customer care team ( CCM, TM and Tech Support ) in the region for high level performance and excitement
Mentor the team in the region for their continuous self development
Keep the Dealer principal motivated through various communications, incentive schemes and updates
Keep the dealer technician team excited by ensuring - Parivaar meets, execution of Star Club, Product Improvement Proposal, Sarathi
Improve the reach through Saathis,
Synergy, dealer outlets, Vans and Bikes
Execute the initiatives rolled out by the Head Office- Bikes and Vans at dealerships, DMS usage
Manage funds in coordination with the Zonal Heads Sales
Manage all the basics - Participate in morning call everyday, Open tickets monitoring, Customer connect, VIN wise data, Outstand ings, C forms, Min Stock at dealerships, Retro, Float Stock, FOC dispatches, SMC/BDSS maintenance, timely settlements of Warranty and Debit notes, Quarterly NOCs fro dealers, Smooth start and Closure of dealers, Retofitments, , Lubricants schedules, payments by dealers to vendors, technical trials, special tools availability, adherence to ISO process, Recruitment of manpower, New product feedback, Process audits at dealerships
Improve the quality of technical reporting from the region
Monitor and ensure manpower to Machine ratio at the dealerships and trainings at all levels at the dealership
Effectively review the CCMs,
TMs and Tech Support team through Stand ard templates and monthly feedback on performance Also daily feedback on daily reports of the CCMs
Ensure Tour planning and adherence by the team rigorously
Share competition machine performance report
Effectively coordinate with the Zonal Heads and create synergy between Sales and Customer care
Effectively manage the Regional Training Centres
Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed and quality of concern closure ( Escalated concerns/ PSFs
Ensure process parameters in place at workshops, Dealer quality audit scores/ All dealers with DMS usage and data quality score
Dealership Profitability - Ensure target achievement by generating revenue through spare parts, shield, maxi care, tyre and allied business
Channel reach and Manpower adequacy - Creation of recent service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach
Dealership Satisfaction Score
Customer legal cases
Quarterly business communication to dealer principals
Guiding of CCMs on driving improvements at dealership and hand ling escalations
Escalated customer hand ling
Intervention at critical and problematic dealers
Develoment of CCMs
Preferred Industries
Education Qualification
Bachelor of Engineering; Masters of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechatronics; Masters of Engineering in Mechanical; Masters of Engineering in Automobile; Masters of Engineering in Mechatronics
General Experience
Core Automotive customer care experience of 12-15 years
Critical Experience
Experience of handling Customer Care Manager (CCM)
profile for an area for at least 8-10 years
Work experience in automobile industry
Handling of team size of at least 20 people
Exposure to customer centricity - customer handling and dealer owner handling
Exposure in automobile dealership operations
📌 Field Force Transformation - Service
🏢 Mahindra and Mahindra
📍 Kochi
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