Job Description

Responsibilities & Key Deliverables

CCM

Customer care Manager - Mahindra &Mahindra FD - This job looks for fine talented Professional who has blend of experience like Technical skills , Business excellence , Team handling , Training of Teams , Customer handling , Coordination between field & Head office etc. In brief - this accounts to Managerial role for a Territory under which one has to manage the Channels ( Dealers / Authorized service points ) & Customers (Farmers) from Installation of the Product , till any Post warranty issues . Good exposure of MS Office tools.

Under this role , One has to perform : * Customer Centric Role

• Quality Product installation
• Tractor Service within Timeline & Quality .
• Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases)
• Product complaints resolution with feedback to Plant HO. thru Field Technical reports.
• Ensure Retention of Customers - Under warranty as well as Post warranty.
• Conducting field service activities for customers.
• Ensure CSI amongst top in the industry.
• Warranty control, audit & dispute handling.
• Reduce vehicle down time & improve work quality.
• Managerial Role

• Ensure Dealership is Profitable & Sustainable
• Meet Organisational service Business targets like Spares , Lubes, accessories\xe2\x80\xa6 etc.
• Capability building of dealers Manpower on technical skill and system & processes.
• Ensures Customer satisfaction among Sales & Dealers to support the function .
• Inclusion of Channels to propagate business at Dealership level as well as Organizational level.

- Service Quality audit , Feedbacks , Field trials , Retro- fitments 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