Mgr. Customer Care

10.00 to 12.00 Years Mumbai City 14 Sep, 2019

Mahindra business & consulting services pvt ltd

Job Location	Mumbai City
Education	Not Mentioned
Salary	Not Disclosed
Industry	IT - Software
Functional Area	Operations Management / Process Analysis
EmploymentType	Full-time

Job Description

Department: International Operations M&M (South Asia business)

Role: Customer Care for tractors

Qualification: BE / B. Tech. (Mechanical / Automobile)

Experience: Around 10-12 years experience in tractor customer care. International experience will be preferable

Grade-band: L6-Managerial / L7-Managerial

Key job purpose: Incumbent will be face of Mahindra FES s Customer Care function for Sri Lanka. He/she will be responsible for Service & Spares parts business for Farm Division, Swaraj Division and Farm Machinery business

Key result areas:

Formulate annual Service & Spare parts strategy for Country & implement the same through distributor.
To increase distributor s profitability by service schemes like annual maintenance contracts, service

improvements etc.

Improve & Expand Spare Parts business
To project the service activities, initiatives taken in the Country office in the organization for cross

fertilization of ideas

To provide a single window between the country office and the other departments of the company

on all service matters.

To provide feedback on competition new service schemes launched to the Country Head & head of service of International Operations
To interface with the HO for speedy resolution of service issues at the area office like pending warranty claims, chronic problems, BDTs

etc.

Provide Technical support to distributor team in resolution of technical problem solving and de-bottlenecking at the dealerships.
To audit new dealership for approving it for commissioning
Conducting service audits periodically as per the company norms
Product training of the dealer, workshop manager & service mechanics

Critical skill sets:

Customer Care
Technical knowledge
Business Development
Product Knowledge
Inter Cultural Sensitivity
Competition knowledge

General requirements:

International Business
Commercial Acumen
Product Knowledge of farm machinery (including implements)
Globally agile

Keyskills :
interface reporting induction tech commercial operations commissioning mechanical audit machinery training norms workshop olving problem business international

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