Deputy Manager - Customer Care

As a Deputy Manager - Customer Care at Mahindra & Mahindra Ltd in the Construction Equipment business unit, your responsibilities will include:

• Analyzing technical complaints of vehicles in the field and rectifying defects.
• Overhauling aggregates and maintaining internet-based warranty.
• Implementing service processes at channel partners and developing a secondary channel.
• Providing feedback on company and competitors products.
• Training service managers and coordinating special service support for strategic customers.
• Ensuring spare parts inventory management and profitability of workshops at channel partners.
• Guiding channel partners for manpower, facilities, and equipment optimization.
• Managing service guarantee at the dealership and conducting monthly visits for performance monitoring.
• Conducting service camps, customer visits, and maintaining MIS on service for effective execution.

To qualify for this role, you should possess:

• A Diploma or Bachelors degree in Engineering, preferably in Mechanical.
• At least 5 years of relevant experience in a similar role.

In this position, you will showcase your expertise in various Mahindra Leadership Competencies such as:

• Innovation Led Transformation: Change catalyst, Risk-taking with responsibility
• Strategic Business Orientation: Business perspective, Anticipating and leveraging business opportunities
• Result Orientation with Execution Excellence: Effective project management, Accountability for results
• Leadership through Sustainability: Strategize around sustainability drivers, Triple Bottom Line Sensitivity
• Leveraging Human Capital: Exponential synergy, Team development
• Customer Focus: Customer delight, Service orientation
• Weaving Passion and Energy at Work: Being passionate about work, Blending fun with work

In addition to the general experience required, critical experience for this role includes expertise in Customer Sensitivity, Service Management, Consumer Focus, Dealer Relationship Management, and Service Planning. You will work closely with the East department to provide exceptional customer care in a dynamic environment, requiring occasional travel.