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Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]

Customer Care Manager

Hyderabad · On-site
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About this role

Responsibilities & Key Deliverables

Monitor and improve Customer Satisfaction parameters across the region-MTTR, TCF, Periodic Feedback and CaPS and personal customer visits. Monitor and strategically improve STR, AMC Sale, Bharosa Sale, Spares and Lubricants business across the region to exceed the targets. Motivate the Customer care team ( CCM, TM and Tech Support ) in the region for high level performance and excitement. Mentor the team in the region for their continuous self development. Keep the Dealer principal motivated through various communications, incentive schemes and updates. Keep the dealer technician team excited by ensuring - Parivaar meets, execution of Star Club, Product Improvement Proposal, Sarathi. Improve the reach through Saathis, Synergy, dealer outlets, Vans and Bikes. Execute the initiatives rolled out by the Head Office- Bikes and Vans at dealerships, DMS usage. Manage funds in coordination with the Zonal Heads Sales. Manage all the basics - Participate in morning call everyday, Open tickets monitoring, Customer connect, VIN wise data, Outstand ings, C forms, Min Stock at dealerships, Retro, Float Stock, FOC dispatches, SMC/BDSS maintenance, timely settlements of Warranty and Debit notes, Quarterly NOCs fro dealers, Smooth start and Closure of dealers, Retofitments,, Lubricants schedules, payments by dealers to vendors, technical trials, special tools availability, adherence to ISO process, Recruitment of manpower, New product feedback, Process audits at dealerships. Improve the quality of technical reporting from the region. Monitor and ensure manpower to Machine ratio at the dealerships and trainings at all levels at the dealership. Effectively review the CCMs,TMs and Tech Support team through Stand ard templates and monthly feedback on performance Also daily feedback on daily reports of the CCMs. Ensure Tour planning and adherence by the team rigorously. Share competition machine performance report. Effectively coordinate with the Zonal Heads and create synergy between Sales and Customer care. Effectively manage the Regional Training Centres. Ensure Customer satisfaction in the state by CAPS improvement / NPS Score, DHC, C8, CCCF/1000, escalations, customer engagement programs etc - Speed and quality of concern closure ( Escalated concerns/ PSFs. Ensure process parameters in place at workshops, Dealer quality audit scores/ All dealers with DMS usage and data quality score. Dealership Profitability - Ensure target achievement by generating revenue through spare parts, shield, maxi care, tyre and allied business. Channel reach and Manpower adequacy - Creation of new service points ( MDSCs/ MASCs/ MMTs), % of FTs with Serive reach. Dealership Satisfaction Score. Customer legal cases. Quarterly business communication to dealer principals. Guiding of CCM's on driving improvements at dealership and hand ling escalations. Escalated customer hand ling. Intervention at critical and problematic dealers. Develoment of CCM's.

Preferred Industries

Education Qualification

Bachelor of Engineering; Masters of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechatronics; Masters of Engineering in Mechanical; Masters of Engineering in Automobile; Masters of Engineering in Mechatronics

General Experience

Core Automotive customer care experience of 12-15 years

Critical Experience

Experience of handling Customer Care Manager (CCM) profile for an area for at least 8-10 years.Work experience in automobile industry.Handling of team size of at least 20 people.Exposure to customer centricity - customer handling and dealer owner handling.Exposure in automobile dealership operations

Company at a glance

A USD 19.4 billion multinational group based in Mumbai, India, Mahindra provides employment opportunities to over 256,000 people across 100 countries. Mahindra operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, financial services and vacation ownership. In addition, Mahindra enjoys a strong presence in the agribusiness, aerospace, components, consulting services, defence, energy, industrial equipment, logistics, real estate, retail, steel, commercial vehicles and two wheeler industries. The Automotive and Farm Equipment Business is the largest contributor of the Mahindra Group’s revenue. With 30,000+ full time employees spread across 20 locations, Mahindra has a strong presence in India. Further it propels an entire manufacturing ecosystem of 1,200 suppliers and 3,500 dealers, thereby creating direct and indirect employment for over 200,000 individuals.

Our Farm Equipment business is the number 1 tractor company in the world by volume. In addition to our focus on maintaining a leading position in the core tractor mechanization business, we strive to deliver on our aspiration of “Farm Tech Prosperity” thus enabling our customers and our communities to RISE.

Our Automotive business is a full-range mobility player with a presence in almost every segment of the automobile industry. Our product portfolio ranges from world class SUVs, premium luxury UVs, sedans, pick-ups, light, medium and heavy commercial vehicles to three-wheelers. All these cater to a diverse customer base spanning across rural and semi-urban customers. Leveraging our growing dominance, domestic & international market penetration and recent strategic acquisitions, we aim to provide world class exeperience to our customers and team members.

Founded1945
Team Size10,001+ employees
WorkspaceOn-site
IndustryMotor Vehicle Manufacturing
Location
Hyderabad, Telangana, India
Websitejobs.mahindracareers.com
LinkedInLinkedIn

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