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.




- 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 partner’s 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 & service mechanics.

Preferred Industries

Agriculture Implemen

Automobile

Education Qualification

- B.Tech /BE - Agriculture (preferred) / Mechanical / Automobile Diploma -Agriculture, Mechanical, Automobile

General Experience

- Minimum 2 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 System Generated Core Skills
- Change Management Channel Strategy Consumer Focus Customer Relationship Management (CRM) Product Knowledge & Application Service Management

System Generated Secondary Skills

Job Segment :Field Service, Manufacturing

📌 Deputy Manager - Customer Care Manager (Bhopal)
🏢 Mahindra E Mahindra
📍 Bhopal