Job Description

Responsibilities & Key Deliverables 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 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 to 6 years of relevant experience in After Sales / Service Exposure to 1 - 2 diverse markets. (Different States). Should have worked in Rural Markets. Basic understanding of Farm Industry, Tractor and Implements Critical Experience Minimum 1 year of on roll field service experience handling 7 -12 dealers / workshops branches. Should have technical knowledge of Tractors, Farming or Implements. Handling business volume of Spares and Oil of minimum 1.5 to 2 crore revenues. Mahindra Leadership Competencies Result Orientation with Execution Excellence_Effective Project Management Strategic Business Orientation_Business Perspective Result Orientation with Execution Excellence_Passion for Quality Strategic Business Orientation_Anticipating and Leveraging Business Opportunities Result Orientation with Execution Excellence_Accountability for results Strategic Business Orientation_Strategic Foresight Result Orientation with Execution Excellence_Agility with discipline Strategic Business Orientation_Global mind-set Leveraging Human Capital_Exponential synergy Leadership through Sustainability_Strategize around,Sustainability Drivers Leveraging Human Capital_Team development Leadership through Sustainability_Frugal mind set Leveraging Human Capital_Entrepreneurial engagement Leadership through Sustainability_Stakeholder focus Leveraging Human Capital_Appreciating diversity Leadership through Sustainability_Triple Bottom Line Sensitivity Weaving Passion and Energy at Work_Being Passionate about work Customer Focus_Customer Sensitivity Weaving Passion and Energy at Work_Working without Barriers Customer Focus_Customer Delight Weaving Passion and Energy at Work_Blending Fun with work Customer Focus_Service Orientation Weaving Passion and Energy at Work_Learning from Failures Innovation Led Transformation _Idea Orientation Innovation Led Transformation _Change catalyst Innovation Led Transformation _Risk Taking with Responsibility 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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