Mahindra & Mahindra Ltd. Hiring for Deputy Manager/ Manager – Product Support (Customer Care) at Mohali, Punjab Full Time

Location: Mohali

Company: Mahindra & Mahindra Limited

Responsibilities & Key Deliverables

Provide all the product support to the field team.Organize PQIT and data collection from field team and further compilation and review.Regular follow up with CQA on monthly complaints and resolution.Retro fitments feedback is provided as when required by RandD and CQA.Follow up with OEM for settlement of critical issues.Monitoring OEMs for improvising the serviceability issues time to time.Regular discussion with CC field team against any failure if any after the cut off chassis numbers shared by CQA.Monitoring the repeat failures occurring in field and discussing the same with CQA for resolution.Tracking, coordination and follow-up with CQA on progress of agreed improvement projects.Field visit with CQA team for handling/ resolution of the critical complaints cases.Ensure delivery of IDK, IWK and Special tools at Dealerships for new launch models.Monthly MIS on product complaints and forwarding the same to CQA.Creation of Technical SOPs and distribution in the field as per requirement.Market intelligence gathering by keeping abreast with new features and additions in competitors product.Participation in the field service activities to understand the product concerns enabling to take up the matter with additional clarity while interaction with CQA Team

Preferred Industries

Agri Business

Agriculture Implemen

Tractor

Auto / Auto Equipmen

Automobile

Education Qualification

Bachelor of Engineering; Bachelors of Technology; Diploma; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Diploma in Mechanical; Diploma in Automobile; Diploma in Agriculture

General Experience

2- 4 Years of relevant experience in product support / Customer Care field role

Critical Experience

2-4 years of experience in Product support / CCM roles in Tractor organization.Very strong Technical Knowledge.Clear understanding of Tractor operations, farm practices and new trends in farm industry.Strong data compilation, reporting and analytics background

Mahindra Leadership Competencies

Strategic Business Orientation_Business Perspective

Strategic Business Orientation_Anticipating and Leveraging Business Opportunities

Strategic Business Orientation_Strategic Foresight

Strategic Business Orientation_Global mind-set

Leadership through Sustainability_Strategize around,Sustainability Drivers

Leadership through Sustainability_Frugal mind set

Leadership through Sustainability_Stakeholder focus

Leadership through Sustainability_Triple Bottom Line Sensitivity

Customer Focus_Customer Sensitivity

Customer Focus_Customer Delight

Customer Focus_Service Orientation

Innovation Led Transformation _Idea Orientation

Innovation Led Transformation _Change catalyst

Innovation Led Transformation _Risk Taking with Responsibility

Result Orientation with Execution Excellence_Effective Project Management

Result Orientation with Execution Excellence_Passion for Quality

Result Orientation with Execution Excellence_Accountability for results

Result Orientation with Execution Excellence_Agility with discipline

Leveraging Human Capital_Exponential synergy

Leveraging Human Capital_Team development

Leveraging Human Capital_Entrepreneurial engagement

Leveraging Human Capital_Appreciating diversity

Weaving Passion and Energy at Work_Being Passionate about work

Weaving Passion and Energy at Work_Working without Barriers

Weaving Passion and Energy at Work_Blending Fun with work

Weaving Passion and Energy at Work_Learning from Failures

System Generated Core Skills

Customer Sensitivity

Customer Relationship Management (CRM)

Product Knowledge & Application

Service Management

Service Orientation

System Generated Secondary Skills

Job Segment: Field Service, Engineer, Manufacturing, Engineering