Deputy Manager - Customer Care

Job Description

Responsibilities & Key DeliverablesOverall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.Implementation of all processes and systems related to the service function at channel partners level.Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.To attend and resolve the critical customer complaints and measure of customer satisfaction level.To work towards and increase dealer 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 and 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 new 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 partners 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 and service mechanicsPreferred IndustriesAgriculture ImplemenAutomobileEducation QualificationBachelors 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 AgricultureGeneral Experience1-4 Years of relevant experience as CCMCritical ExperienceMinimum 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 revenuesMahindra Leadership CompetenciesResult Orientation with Execution Excellence_Effective Project ManagementStrategic Business Orientation_Business PerspectiveResult Orientation with Execution Excellence_Passion for QualityStrategic Business Orientation_Anticipating and Leveraging Business OpportunitiesResult Orientation with Execution Excellence_Accountability for resultsStrategic Business Orientation_Strategic ForesightResult Orientation with Execution Excellence_Agility with disciplineStrategic Business Orientation_Global mind-setLeveraging Human Capital_Exponential synergyLeadership through Sustainability_Strategize around,Sustainability DriversLeveraging Human Capital_Team developmentLeadership through Sustainability_Frugal mind setLeveraging Human Capital_Entrepreneurial engagementLeadership through Sustainability_Stakeholder focusLeveraging Human Capital_Appreciating diversityLeadership through Sustainability_Triple Bottom Line SensitivityWeaving Passion and Energy at Work_Being Passionate about workCustomer Focus_Customer SensitivityWeaving Passion and Energy at Work_Working without BarriersCustomer Focus_Customer DelightWeaving Passion and Energy at Work_Blending Fun with workCustomer Focus_Service OrientationWeaving Passion and Energy at Work_Learning from FailuresInnovation Led Transformation _Idea OrientationInnovation Led Transformation _Change catalystInnovation Led Transformation _Risk Taking with ResponsibilitySystem Generated Core SkillsChange ManagementChannel StrategyConsumer FocusCustomer Relationship Management (CRM)Product Knowledge & ApplicationService ManagementSystem Generated Secondary Skills,

Keyskills :
financeproduct trainingproblem solvingdocumentationinsurancecustomer servicemischannel partnerscustomer carefield serviceservice center operationsservice delivery