Deputy Manager- Customer Care

Job Description

• 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 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.
• 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 AutomobileAgriculture ImplemenTractor Education Qualification B.Tech/B.E - Mechanical / Agriculture / Automobile/Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile with atleast 4 years of experience. General Experience 2-5 Years of experience. Critical Experience Mahindra Leadership Competencies Result Orientation with Execution Excellence_Accountability for resultsStrategic Business Orientation_Business PerspectiveResult Orientation with Execution Excellence_Agility with disciplineStrategic Business Orientation_Anticipating and Leveraging Business OpportunitiesLeveraging Human Capital_Exponential synergyStrategic Business Orientation_Strategic ForesightLeveraging Human Capital_Team developmentStrategic Business Orientation_Global mind-setLeveraging Human Capital_Entrepreneurial engagementLeadership through Sustainability_Strategize around,Sustainability DriversLeveraging Human Capital_Appreciating diversityLeadership through Sustainability_Frugal mind setWeaving Passion and Energy at Work_Being Passionate about workLeadership through Sustainability_Stakeholder focusWeaving Passion and Energy at Work_Working without BarriersLeadership through Sustainability_Triple Bottom Line SensitivityWeaving Passion and Energy at Work_Blending Fun with workCustomer Focus_Customer SensitivityWeaving Passion and Energy at Work_Learning from FailuresCustomer Focus_Customer DelightCustomer Focus_Service OrientationInnovation Led Transformation _Idea OrientationInnovation Led Transformation _Change catalystInnovation Led Transformation _Risk Taking with ResponsibilityResult Orientation with Execution Excellence_Effective Project ManagementResult Orientation with Execution Excellence_Passion for Quality System Generated Core Skills CoachingCommunication SkillsCapability BuildingGap AnalysisTraining DesignStrategic ManagementRisk AnalysisSkill MatrixTraining DeliverySafety ManagementAuditingTeam ManagementTraining & DevelopmentInfrastructure ManagementBudgeting & CostingWarranty ManagementContinuous ImprovementSkill DevelopmentKey Account ManagementBudget ManagementMIS ReportingReporting System Generated Secondary Skills Creative ThinkingPresentation SkillsProduct Knowledge & ApplicationJob Segment: Engineer, Field Service, Engineering, Manufacturing ,

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