Mahindra & Mahindra Ltd. Hiring for Deputy Manager Customer Care Process & T at India Full Time

Location: IN

Company: Mahindra & Mahindra Limited

Responsibilities & Key Deliverables

1) Implementation of various systems and process (as per the CI** Standards) in all the overseas dealerships – to have smooth functioning of dealerships – by rigorous planning and follow up.

2) Reduce the cost of warranty claims to improve the profitability of the business by taking new initiatives and effective administration of warranty claims (by providing immediate solution to the dealer/distributor – this will also help in achieving customer satisfaction)

3) Coordination for Technical Training for dealers to improve “Fix it right first time” rate by consulting MILE, Igatpuri.

4) Review and monitor the parts stock at dealer’s end to improve Parts Revenue by guiding dealers on stocking of original spare parts.

5) Address product issues that dealer may have – to achieve dealer satisfaction – by providing technical support in shortest time.

6) Interact with the Technical Team on regular basis for achieving improvements in product by providing a feedback (obtained from field).

1) Sales Volume – impacted by – availability of parts, processing of warranty claims, dealer training

2) Dealer Satisfaction Index – support provided to the dealer in the form of trainings, technical support, service

3) Customer Satisfaction Index – provide tech support to the end customers, CSR activities.

4) Parts Revenue – providing guidance to dealers on stocking of parts and tracking regular consumption.

Experience

2/3 yrs. in automobile (service) 4/5 yrs. of experience if diploma holder

Industry Preferred

Qualifications

B.E (Auto/Mech)/ Diploma in Automobile Engg

General Requirements