Mahindra & Mahindra job vacancy | Automobile Jobs

Mahindra & Mahindra job vacancy

Dy. Area Customer Care Manager

Mahindra & Mahindra jobs vacancy

Responsibilities & Key Deliverables

  • To guide the Service Mechanics in technical problem solving and de-bottlenecking at the dealerships.
  • To increase dealer’s profitability by service schemes like annual maintenance contracts, service improvements etc.
  • To project the service activities, initiatives taken in the area office in the organization for cross fertilization of ideas.
  • 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.
  • To interface with the marketing service cell and the manufacturing cell at the HO for speedy resolution of service issues at the area office like pending warranty claims, chronic problems, TOFs etc.
  • To audit new dealership for approving it for commissioning o Conducting service audits periodically as per the company norms o Product training of the dealer, workshop manager & service mechanics 

Experience : 4-8 Years

Job Segment: Automotive

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Area Customer Care Manager

Responsibilities & Key Deliverables

  • Plan and execute service and parts support to customers through dealers
  • Developing dealership systems for efficient execution
  • After Sales commercial support to dealers like warranty, free service and post sales claims
  • Technical support to the dealers for inventory planning & problem solving
  • Technical and Product Training to Dealer Engineers
  • Achieve spare parts sales and service target for the area
  • Coordinating with HO for warranty and spare parts processing
  • Coordination with HO & Supplier for resolving technical and field issues. Regular meetings with Ho & Suppler and joint visits/ inspections at area level
  • Monitoring product performance and providing regular feedback
  • Handling all customer complaints, warranty & spares issues with respect to product
  • Improvement in Dealer Satisfaction through settlement of claims
  • Maintaining service parameters like MTTR (Mean Time to response)
  • Report failures and technical analysis to Technical Service Head
  • Analyze  & approve warranty claims at Dealer level
  • Conducting Parts & Service campaigns to improve parts business
  • Warranty Management (conducting warranty audits at given locations, to ensure that quality products are delivered)
  • Maintain MIS of field failures and analysis and report regularly
  • Conducting Operators educational programs
  • Field visits & ensure that the dealer service engineers are rendering quality service to the customers
  • To do capacity planning along with channel development cell for the mapping of vehicles
  • Providing support to legal cell for resolving legal cases.
  • Capturing competition and customer information
  • Work towards achieving target CSI (Customer Satisfaction Index), SSI(Sales Satisfaction Index) & DSI(Dealer Satisfaction Index)
  • Management of help desk inputs and other reporting to Service HO

Experience : Diploma – 5-10 yrs, B.E – 3-8 yrs

Industry Preferred : As Service executive/manager in any construction Equipment Company ,Tractor Company(2nd prefernce )

Qualifications : Diploma/B.E (Mechanical/Automobile Engg)

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