Deputy Manager - Customer Care

Responsibilities & Key Deliverables

Responsibilities

As a Deputy Manager - Customer Care at Mahindra & Mahindra Ltd in the Construction Equipment business unit, your responsibilities will include:

• Analyzing technical complaints of vehicles in the field and rectifying defects.
• Overhauling aggregates and maintaining internet-based warranty.
• Implementing service processes at channel partners and developing a secondary channel.
• Providing feedback on company and competitors' products.
• Training service managers and coordinating special service support for strategic customers.
• Ensuring spare parts inventory management and profitability of workshops at channel partners.
• Guiding channel partners for manpower, facilities, and equipment optimization.
• Managing service guarantee at the dealership and conducting monthly visits for performance monitoring.
• Conducting service camps, customer visits, and maintaining MIS on service for effective execution.
  
  

Preferred Industries

Education Qualification

To Qualify For This Role, You Should Possess

• A Diploma or Bachelor's degree in Engineering, preferably in Mechanical.
• At least 5 years of relevant experience in a similar role.
  
  

General Experience

In this position, you will showcase your expertise in various Mahindra Leadership Competencies such as:

• Innovation Led Transformation: Change catalyst, Risk-taking with responsibility
• Strategic Business Orientation: Business perspective, Anticipating and leveraging business opportunities
• Result Orientation with Execution Excellence: Effective project management, Accountability for results
• Leadership through Sustainability: Strategize around sustainability drivers, Triple Bottom Line Sensitivity
• Leveraging Human Capital: Exponential synergy, Team development
• Customer Focus: Customer delight, Service orientation
• Weaving Passion and Energy at Work: Being passionate about work, Blending fun with work
  
  

Critical Experience

In addition to the general experience required, critical experience for this role includes expertise in Customer Sensitivity, Service Management, Consumer Focus, Dealer Relationship Management, and Service Planning. You will work closely with the East department to provide exceptional customer care in a dynamic environment, requiring occasional travel.

System Generated Core Skills

Customer Sensitivity

Service Orientation

Service Management

System Generated Secondary Skills

Consumer Focus

Dealer Relationship Management

Service Planning