Responsibilities & Key Deliverables
CCM Job Descripti on
Customer care Manager – Mahindra &Mahindra FD - This job looks for fi ne talented Professional who has blendof experience like Technical skills , Business excellence , Team handling , Training of Teams , Customer handling ,Coordinati on between fi eld & Head offi ce etc. In brief – this accounts to Managerial role for a Territory underwhich one has to manage the Channels ( Dealers / Authorized service points ) & Customers (Farmers) fromInstallati on of the Product , ti ll any Post warranty issues . Good exposure of MS Offi ce tools.
Under this role , One has to perform :
A.
Customer Centric Role
Quality Product installati on
Tractor Service within Timeline & Quality .
Resolving Customer grievances ( Workshop , Toll free, Social Media & Legal cases)
Product complaints resoluti on with feedback to Plant HO. thru Field Technical reports.
Ensure Retenti on of Customers – Under warranty as well as Post warranty.
Conducti ng fi eld service acti viti es for customers.
Ensure CSI amongst top in the industry.
Warranty control, audit & dispute handling.
Reduce vehicle down ti me & improve work quality.
B.
Managerial Role
Ensure Dealership is Profi table & Sustainable
Meet Organisati onal service Business targets like Spares , Lubes, accessories… etc.
Capability building of dealers Manpower on technical skill and system & processes.
Ensures Customer sati sfacti on among Sales & Dealers to support the functi on .
Inclusion of Channels to propagate business at Dealership level as well as Organizati onal level.
- Service Quality audit , Feedbacks , Field trials , Retro- fi tments 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