Job
Description
Responsibilities & Key Deliverables Responsibilities & Key Deliverables: As a Relationship Manager at Mahindra & Mahindra Ltd, you will take on a pivotal role in enhancing customer experience and engagement in the EV Charging Infrastructure division. Your responsibilities will include but are not limited to: Customer Interaction: Serve as the primary contact for end customers, expertly addressing technical queries related to Chargers while providing immediate and effective solutions tailored to their needs. Consultative Approach: Act as a consultant for customers, ensuring that their requirements are fully understood and met, thus fostering strong relationships and trust. RWA & DISCOM Liaison: Manage interactions with Resident Welfare Associations (RWAs) and DISCOMs to resolve queries related to approvals and ensuring adherence to installation and safety standards. Sales & Service Coordination: Collaborate closely with the Sales & Service teams at various dealership levels (AD & Powerol), facilitating a seamless flow of information and support. DMS Monitoring: Oversee the monitoring of the Dealer Management System (DMS), ensuring that service calls are effectively managed and coordinated with field teams for site surveys, installations, and commissioning tasks. Process Improvement: Strengthen service systems and processes at Powerol Dealers, identifying opportunities for enhancing operational efficiency and customer satisfaction. Training & Support: Develop and administer targeted training courses for both the Powerol field team and customers to deepen understanding of Charger installation processes. Technical Guidance: Provide on-the-ground support and technical assistance to the field teams, ensuring they have the necessary resources and information to meet customer requirements. Approval Support: Assist customers in navigating the approval processes with DISCOMs and local municipalities, facilitating timely outcomes. Field Issue Resolution: Address and resolve field issues promptly, whether through remote support or on-site engagements, to maintain service continuity. Technical Literature Management: Ensure that technical information, literature, and service bulletins are readily available and up-to-date for all products, keeping the field team informed. Market Insight: Gain a thorough understanding of market trends and customer requirements, enabling informed strategic decisions. Travel Requirements: Be prepared for frequent travel to partner with customers and dealers to further business objectives and relationships. Experience Experience: To succeed in this role, it is expected that candidates will bring the following experience: A proven track record in a customer-facing role, preferably within the energy or EV infrastructure sectors, demonstrating the ability to handle technical inquiries effectively. Experience engaging and collaborating with multiple stakeholders, including companies, authorities, and customers, to achieve common goals and objectives. Hands-on experience in liaising with regulatory bodies and understanding compliance requirements within the EV market. Demonstrable experience in training or mentoring teams, with the ability to convey technical concepts clearly to different audiences. Expertise in using CRM tools, DMS systems, and service applications to monitor customer interaction and improve service delivery. A history of visiting client sites to assess needs, troubleshoot challenges, and provide just-in-time solutions that enhance customer satisfaction. Industry Preferred Industry Preferred: The ideal candidate will have exposure to industries including but not limited to: Electric Vehicles (EV) and charging infrastructure Renewable energy and sustainable technology sectors Automotive and industrial engineering Telecommunications with a focus on infrastructure support Consulting and technical services in energy management Customer service in related technological fields Qualifications Qualifications: Prospective candidates must meet the following qualifications: A Bachelor's degree in Engineering, Business Administration or a related field is preferred. Advanced degrees or certifications relevant to the EV charging or energy sectors would be an advantage. Strong analytical and problem-solving skills, with the ability to make data-driven decisions in a fast-paced environment. Excellent communication and interpersonal skills to foster strong relationships with customers and team members alike. Ability to work independently and as part of a collaborative team, showcasing flexibility to adapt to changing business needs. Proficient with Microsoft Office Suite and experience with CRM or other relevant software tools. General Requirements General Requirements: The successful candidate will be: Detail-oriented with a proactive approach to problem-solving and a commitment to achieving results. Capable of handling multiple tasks and prioritizing effectively to meet various demands. Passionate about sustainability and the transition to green technologies. Able to function effectively in both field and office settings, demonstrating versatility in working environments. Willing to travel as necessary to fulfill the responsibilities of the role. Job Segment: Industrial Engineer, Engineer, Engineering, Automotive
