Assistant Manager/Deputy Manager Customer Care

Responsibilities & Key Deliverables

Overall Responsibility of Customer Care processes related activities Dealer Management, On-field Service Delivery, Spares Management, and Warranty Processing

• To guide the Service Mechanics in technical problem solving and de-bottlenecking at the dealerships.

• Implementation of all processes & systems related to addressing customer complaints in the field and measure of customer satisfaction related to field service

• To increase dealer’s profitability by service schemes like annual maintenance contracts, service improvements etc.

• Ensure meeting spare targets of all channel partners & company promoted oil targets.

• Ensure execution of spare parts orders of distributors & achievements of targets

• To Increase dealer’s profitability by ensuring free services, post warranty jobs, service schemes like annual maintenance contracts, service improvements etc.

• Ensure dealer CSI score targets are met

• To provide a single window between the area office and the other departments of the company on all service matters.

• To provide feedback on competition new service schemes launched to the head of service and the zonal sales managers.

Preferred Industries

Agriculture ImplemenAutomobile

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

2-7 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

Customer Focus_Customer DelightCustomer Focus_Service Orientation

System Generated Core Skills

Change ManagementChannel StrategyConsumer FocusCustomer Relationship Management (CRM)Product Knowledge & ApplicationService Management

System Generated Secondary Skills