Deputy Manager - Customer Care
About this role
Responsibilities & Key Deliverables
Service Operations Management:
Oversee and coordinate all genset service activities in the North East region.
Ensure timely and efficient servicing of genset equipment.
Develop and implement maintenance schedules and service protocols.
Team Leadership
:Lead and mentor a team of service engineers and customer service representatives.
Provide training and support to team members to enhance technical and customer service skills.
Conduct regular performance reviews and set development goals for the team.
Customer Care:Serve as the primary point of contact for customer inquiries, complaints, and service requests
.Maintain strong relationships with key customers and ensure their service needs are met.
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Implement customer feedback mechanisms to improve service quality and customer satisfaction. Dealership Collaboration: Work closely with dealerships to coordinate and monitor service activities. Ensure dealerships adhere to company standards and guidelines for genset servicing. Support dealerships in resolving service-related issues and improving service delivery. Business Development :Identify new business opportunities and potential areas for service growth within the region. Collaborate with the sales team to support customer acquisition and retention efforts. Quality Control: Monitor service quality and ensure compliance with company standards and industry regulations .Conduct regular audits and inspections to ensure high levels of service delivery. Reporting and Documentation: Maintain accurate records of service activities, customer interactions, and inventory management. Prepare and submit regular reports on service performance, customer satisfaction, and team productivity. |
Experience
5 to 10 years
Industry Preferred
Genset Industry
Qualifications
Bachelor's degree in Electrical/Mechanical Engineering, Business Administration, or a related field
General Requirements
Communication, collabration
Our commitment to Diversity, Equity, and Inclusion
Yes
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.
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