Deputy Manager - Customer Care

Mahindra & Mahindra Limited.

1 - 4 years

3 - 6 Lacs

pune

Posted:2 weeks ago| Platform:

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Skills Required

service management change management automobile spare parts claims customer satisfaction channel strategy deputy manager customer care monitoring crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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