Deputy Manager
Mahindra Group · Posted Oct 12
Automotive, farm equipment, information technology, financial services, and hospitality services
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About the role
The role sits within Mahindra Group's customer care and service function supporting the tractor and agriculture implements business through its dealer and channel partner network. The Deputy Manager based in Patna owns customer care processes including dealer management, on-field service delivery, and spares, lubes and warranty management. The role also covers setting up service infrastructure at new dealerships, training service mechanics, driving dealer CSI and profitability improvement actions, and reporting product and competition feedback to head office.
What you will do
- Overall 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 mechanics
Skills used in this role
What the employer is looking for
- Bachelors 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 Agriculture
- 1-4 Years of relevant experience as CCM
- Minimum 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 revenues
Benefits and support
- Compensation and benefits are detailed in the job posting
About Mahindra Group
The Mahindra Group is a multinational conglomerate federation of companies with a presence across more than 20 industries globally. The group holds leadership positions in utility vehicles, farm equipment, information technology, and financial services. Driven by its core purpose to enable people to Rise, Mahindra operates across over 100 countries.
- Industry
- Conglomerate
- Company size
- 327000+ employees
- Founded
- 1945-10-02
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Leadership
Chairman
Group CEO & Managing Director
Group Chief Financial Officer
Group Chief Technology Officer
Recent coverage
PSU Connect
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