Customer Care Manager

As an experienced professional in the automotive industry, you will be responsible for analyzing technical complaints related to vehicles in the field and rectifying defects in vehicles or overhauling aggregates. Your role will involve maintaining and handling internet-based warranty systems, ensuring the implementation of service processes at channel partners, and developing secondary channels. Additionally, you will provide feedback on both company and competitor products, conduct training sessions for service managers, and work on special service support for strategic customers in collaboration with channel partners. Your duties will also include overseeing the execution of spare parts orders by all channel partners to maintain sufficient inventory levels and meet spare parts targets. You will be involved in setting up secondary networks for spare parts sales, guiding channel partners on optimizing manpower, facilities, and equipment, and ensuring the profitability of workshops at channel partners. Maintaining management information systems on service, spare parts inventory management, and managing service guarantees at dealerships will be part of your routine tasks. Regular activities will involve monthly visits to authorized service centers (ASCs) to monitor performance alongside ASC coordinators, organizing service camps on a monthly basis, and visiting customers monthly to update M Response data. Preferred candidates for this role will hold a Diploma or Bachelor's degree in Engineering (preferably Mechanical) and possess a minimum of 5 years of experience in the automotive industry. In this position, you will be expected to embody Mahindra's leadership competencies, including being a change catalyst for innovation-led transformation, having a strategic business orientation, taking risks with responsibility, anticipating and leveraging business opportunities, and demonstrating a passion for quality and accountability for results. Your role will also involve strategizing around sustainability drivers, demonstrating agility with discipline, and leveraging human capital through team development and stakeholder focus. Furthermore, you will need to exhibit customer sensitivity and service orientation, delighting customers and demonstrating a service-oriented approach. Weaving passion and energy into your work, being idea-oriented, blending fun with work, and learning from failures are also essential aspects of this role. Key Core Skills: - Customer Sensitivity - Service Orientation - Service Management Secondary Skills: - Consumer Focus - Dealer Relationship Management - Service Planning This position falls under the job segment of Engineer in the field of Engineering.,