Job Description

Responsibilities & Key Deliverables

CCM Job Descripti on
Customer care Manager - Mahindra &Mahindra FD - This job looks for fi ne talented Professional who has blendof experience like Technical skills , Business excellence , Team handling , Training of Teams , Customer handling ,Coordinati on between fi eld & Head offi ce etc. In brief - this accounts to Managerial role for a Territory underwhich one has to manage the Channels ( Dealers / Authorized service points ) & Customers (Farmers) fromInstallati on of the Product , ti ll any Post warranty issues . Good exposure of MS Offi ce tools.
Under this role , One has to perform :
A.
Customer Centric Role
Quality Product installati on
Tractor Service within Timeline & Quality .
Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases)
Product complaints resoluti on with feedback to Plant HO. thru Field Technical reports.
Ensure Retenti on of Customers - Under warranty as well as Post warranty.
Conducti ng fi eld service acti viti es for customers.
Ensure CSI amongst top in the industry.
Warranty control, audit & dispute handling.
Reduce vehicle down ti me & improve work quality.
B.
Managerial Role
Ensure Dealership is Profi table & Sustainable
Meet Organisati onal service Business targets like Spares , Lubes, accessories\xe2\x80\xa6 etc.
Capability building of dealers Manpower on technical skill and system & processes.
Ensures Customer sati sfacti on among Sales & Dealers to support the functi on .
Inclusion of Channels to propagate business at Dealership level as well as Organizati onal level.
- Service Quality audit , Feedbacks , Field trials , Retro- fi tments drives etc

Preferred Industries

Automobile

Tractor

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture

General Experience

4-7 years of Experience

System Generated Core Skills

Communication Skills

Customer Sensitivity

Consumer Focus

Customer Relationship Management (CRM)

Customer Support

Manpower Management

Dealer Relationship Management

Negotiation

Training & Development

Revenue Generation

SAP

Service Planning

Service Readiness Assessment

Team Building

Territory Coverage Optimization

Warranty Management

Designing Customer Experience

Service Orientation

Capability Building

Service Quality

Service Management

Mahindra & Mahindra