Customer Care Manager

Job Description

Collaborate: Help others succeed by sharing information, leverage each others strength and be open to diverse viewsAgile: Responds to changes and proactively takes initiative by swift decisions and actions to delight customersBold: Thinks big, sets challenging and realistic objectives and meets commitmentsHeaderAbout Mahindra:Founded in 1945, the Mahindra Group is one of the largest and most admired multinational federation of companies with 260,000 employees in over 100 countries. It enjoys a leadership position in farm equipment, utility vehicles, information technology and financial services in India and is the world s largest tractor company by volume. It has a strong presence in renewable energy, agriculture, logistics, hospitality and real estate. The Mahindra Group has a clear focus on leading ESG globally, enabling rural prosperity and enhancing urban living, with a goal to drive positive change in the lives of communities and stakeholders to enable them to Rise.About Mahindra Truck and Bus (MTB)MTB, a division of the Mahindra Group, provides an entire line of integrated trucking solutions. The company has taken outperformance to the next level, by creating trucks that are specifically designed for different applications and deliver outperformance whatever be the business needs. With high performance vehicles, agile after sales service, extended warranty and several other brand benefits, Mahindra has set a new benchmark in Indian CV industry.The HCV product range has been engineered for Indian requirements with the underlying philosophy of; Made in India, Made for India and is being manufactured at the new green field plant at Chakan, spanning over 700 acres, which has been set up with an investment of over Rs. 4,000 crores. In HCV segment, MTB already has over 55,000 trucks on the Indian roads. In the LCV segment, MTB has further strengthened its position with over 2,00,000 vehicles already on the roads. With this, the company is addressing nearly every segment of the commercial vehicle market; from 3.5 tonne GVW to 55 tonne GVW.MTB has rapidly expanded its after sales service and spares network which now includes over 90 3S Dealerships, 210 Authorized service centers, 34 M-Parts Plazas and spares network of more than 1600 retail outlets to further improve the reach and support for customers on important trucking routes. The company also boasts of India s first multi-lingual 24X7 helpline, NOW, which is manned by technical experts to provide instant support to customers and drivers. The NOW mobile service vans and mobile workshops further add to the reach and agility of the support network Responsibilities & Key Deliverables Analyse the technical complaints of the vehicle in the field.Rectify defects in vehicles / overhaul aggregates.Maintain and handle internet based warranty.Ensure implementation of service processes at channel partners.Development of secondary channel.Feed back on companys as well as competitors products.Training of service managers.Work out special service support for strategic customers with channel partners.Ensure execution of spare parts order by all channel partners for sufficient inventory and for meeting spare parts target.Secondary network for spare parts sales.Guide channel partners for manpower/facilities/equipment optimisation.Ensure profitability of workshops of channel partners.MIS on service.Spare parts inventory management.Manging service gaurantee at the dealership.Monthly visit to ASC and monitor his performance along with ASC coordinator.Service camps on monthly basisc.Monthly visits to customer and update M Response data Preferred Industries M&H Commercial Vehic Education Qualification Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical General Experience 5 years and above System Generated Core Skills Customer SensitivityService OrientationService Management System Generated Secondary Skills Consumer FocusDealer Relationship ManagementService PlanningJob Segment: Engineer, Engineering ,

Keyskills :
salescustomer servicedeliverymarketingcustomer supportafter sales serviceservice center operationsfarm equipmentretail outletsservice centersrenewable energy