Job Description

Responsibilities & Key Deliverables Overall Responsibility of Customer Care processes related activities Dealer Management, On-field Service Delivery, Spares Management, and Warranty Processing To guide the Service Mechanics in technical problem solving and de-bottlenecking at the dealerships. Implementation of all processes & systems related to addressing customer complaints in the field and measure of customer satisfaction related to field service To increase dealer\'s profitability by service schemes like annual maintenance contracts, service improvements etc. Ensure meeting spare targets of all channel partners & company promoted oil targets. Ensure execution of spare parts orders of distributors & achievements of targets To Increase dealer\'s profitability by ensuring free services, post warranty jobs, service schemes like annual maintenance contracts, service improvements etc. Ensure dealer CSI score targets are met To provide a single window between the area office and the other departments of the company on all service matters. To provide feedback on competition new service schemes launched to the head of service and the zonal sales managers. Preferred Industries Agriculture Implemen Automobile Education Qualification Bachelors of Technology; Bachelor of Engineering; Diploma in Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture General Experience 2-7 Years of relevant experience as CCM Critical Experience Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues Mahindra Leadership Competencies Customer Focus_Customer Delight Customer Focus_Service Orientation System Generated Core Skills Change Management Channel Strategy Consumer Focus Customer Relationship Management (CRM) Product Knowledge & Application Service Management System Generated Secondary Skills

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