Responsibilities & Key Deliverables

• Based in Dhaka office, liaise with Mahindra & Swaraj distributors to ensure proper service, warranty and spare parts support

• Lead local service team in Mahindra Bangladesh office to ensure smooth delivery of service to distributors and customers

• Report product issues from the market, assist collaborate with HO team to determine root cause and implement resolution in market, suggested by HO.

• Assist / guide distributors in Service & Parts Operations.

• Implement policies and procedures in distributor network.

• Map Skill Matrix and identify TNI and conduct training sessions to ensure dealer technicians /service advisors are trained.

• Implement warranty policy.

• Ensure receipt of timely product feedback from dealers.

• Ensure distributors get required support in terms of literature, tools, diagnostics, catalogues, capability building etc.

• Help distributors grow business through Service Marketing activities.

Responsibilities & Key Deliverables





• Visit fleet operators along with Distributor to instill confidence in our products and services. Monitor & control, CSI, TAT & DSS for respective countries to ensure dealer/ distributor / customer satisfaction.

• Implement recent initiatives in after sales / Service deliverables.

• Digitization scope & delivery in After Sales operation.

• Tender Support- Identifying & execution of after sales & initial startup activity like recommended part list, farmer kit, special tools kit, training aggregates - cut section, literatures, accessories.

• New product introduction, preparation of ‘Product Request Format’, discuss with product team. Hand hold sales team till new product launch.New launch Support in after sales deliverables.

Experience

• BE – not less than 4-5 yrs

• Diploma –6-8 yrs

In Service and Field Operations of Tractors Industry. International experience will be an added advantage

Desirable Experience

• Exposure to dealerships systems and processes with experi

📌 Manager - Customer Care (Bangladesh) (Mumbai)
🏢 Mahindra and Mahindra
📍 Mumbai