Job Description

Responsibilities & Key DeliverablesOverall 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.

Preferred IndustriesAgriculture ImplemenAutomobileTractorEducation QualificationBachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Agriculture; Bachelor of Engineering in AutomobileGeneral Experience10- 15 Years ExperienceCritical ExperienceSystem Generated Core SkillsBusiness AnalyticsCustomer SatisfactionService OrientationCustomer SensitivityProduct ManagementRelationship ManagementInfluencing SkillsConflict ManagementSystem DevelopmentSix SigmaProcess ManagementProduction PlanningProduct PlanningService Initiatives & CampaignsTalent AcquisitionInternal CommunicationBrand Value PropositionBrand PositioningBrand BuildingRequirement AnalysisCompetitor AnalysisQuality Assurance (QA)Product TrainingSalesProcess Design & ImplementationFinance FundamentalsCredit ManagementPlanning for Dealership ProfitabilityProject ManagementCustomer CentricitySystem Generated Secondary Skills

Mahindra & Mahindra