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 recent service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.

Experience

7 to 9 Years

Qualifications

B.Tech

📌 Deputy Manager - Customer Care (Lucknow)
🏢 Mahindra u0026 Mahindra
📍 Lucknow