Manager - Customer Care

Company:

Mahindra & Mahindra Ltd Responsibilities & Key DeliverablesAnalyse the technical complaints of the vehicle in the field.Rectify defects in vehicles / overhaul aggregates.Maintain and handle internet based warranty.Ensure implementation of service processes at channel partners.Development of secondary channel.Feed back on companys as well as competitors products.Training of service managers.Work out special service support for strategic customers with channel partners.Ensure execution of spare parts order by all channel partners for sufficient inventory and for meeting spare parts target.Secondary network for spare parts sales.Guide channel partners for manpower/facilities/equipment optimisation.Ensure profitability of workshops of channel partners.MIS on service.Spare parts inventory management.Manging service gaurantee at the dealership.Monthly visit to ASC and monitor his performance along with ASC coordinator.Service camps on monthly basisc.Monthly visits to customer and update M Response dataPreferred IndustriesEducation QualificationDiploma in Engineering; Bachelor of Engineering; Diploma in Engineering in MechanicalGeneral Experience5 years and aboveCritical ExperienceMahindra Leadership CompetenciesInnovation Led Transformation _Change catalystStrategic Business Orientation_Business PerspectiveInnovation Led Transformation _Risk Taking with ResponsibilityStrategic Business Orientation_Anticipating and Leveraging Business OpportunitiesResult Orientation with Execution Excellence_Effective Project ManagementStrategic Business Orientation_Strategic ForesightResult Orientation with Execution Excellence_Passion for QualityStrategic Business Orientation_Global mind-setResult Orientation with Execution Excellence_Accountability for resultsLeadership through Sustainability_Strategize around,Sustainability DriversResult Orientation with Execution Excellence_Agility with disciplineLeadership through Sustainability_Frugal mind setLeveraging Human Capital_Exponential synergyLeadership through Sustainability_Stakeholder focusLeveraging Human Capital_Team developmentLeadership through Sustainability_Triple Bottom Line SensitivityLeveraging Human Capital_Entrepreneurial engagementCustomer Focus_Customer SensitivityLeveraging Human Capital_Appreciating diversityCustomer Focus_Customer DelightWeaving Passion and Energy at Work_Being Passionate about workCustomer Focus_Service OrientationWeaving Passion and Energy at Work_Working without BarriersInnovation Led Transformation _Idea OrientationWeaving Passion and Energy at Work_Blending Fun with workWeaving Passion and Energy at Work_Learning from FailuresSystem Generated Core SkillsCustomer SensitivityService OrientationService ManagementSystem Generated Secondary SkillsConsumer FocusDealer Relationship ManagementService Planning