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Customer Care Manager - International Operations

5.00 to 7.00 Years   Hyderabad   13 Jan, 2021
Mahindra business & consulting services pvt ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

Responsibilities & Key Deliverables

  • Assist / guide distributors in Service & Parts Operations
  • Implement policies and procedures in dealership network
  • Service Network expansion as & when needed
  • Assist distributors in speedy concern resolution
  • Improve FIRFT rate by ensuring dealer technicians are trained
  • Implement warranty policy and monitor warranty cost per vehicle
  • Ensure Retro fitment/Campaigns activities are completed in time
  • Audit dealerships for processes and Warranty claims
  • Ensure receipt of timely product feedback from dealers
  • Ensure distributors get required support from HO in terms of literature, tools, diagnostics, catalogues, etc.
  • Achieve Parts revenue targets for respective country
  • Help distributors grow business through Service Marketing activities
  • Implement new initiatives to improve customer retention
  • Monitor & control, CSI, DDSS & DSS for respective countries to ensure dealer/ distributor / customer satisfaction
Experience5-7 yrs (BE) /7-9 yrs (DME/DAE) experience in Service, Field Operations and Parts Operations in Tractors / Auto Industry. International experience will be an added advantageIndustry Preferred
  • Tractors - John Deere / TAFE . Sonalika / Eicher / CNH
  • Automotive - TATA Motors
  • Constructions Equipment - Hyundai / CNH / L&T
QualificationsB.E. (Mech/ Auto) / DMEGeneral RequirementsExposure to dealerships systems and processes with experience in implementing dealership and CSI processes (Tractors)Experience in handling dealers and customers.Sound technical knowledge with analytical skillsExperience in warranty systemExposure to Parts inventory managementBusiness acumen
  • Excellent in English written and verbal communication.
Job Segment: Automotive ,

Keyskills :
salescustomer servicedeliverymarketingcustomer supportfield operationsservice marketingnetwork expansioncustomer retentioncustomer satisfactiondsscsisoundretroenglishcontrolbusiness

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