Deputy Manager - Customer Care

Deputy Manager - Customer Care Manager

Responsibilities & Key Deliverables

• Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.
• Implementation of all processes & systems related to the service function at channel partners level.
• Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partner’s level.
• To guide & conduct on the job training of the Service Mechanics for technical problem solving and de-bottlenecking at the dealerships.
• To attend & resolve the critical customer complaints and measure of customer satisfaction level.
• To work towards & increase dealer’s profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.
• Ensure meeting spare targets of all channel partners & company promoted oil targets.
• Ensure coordination for timely spare parts orders execution for channel partners.
• Ensure dealer CSI score targets are met by driving improvement action plans.
• To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.
• To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell.
• Ensure warranty claims process adherence at the channel partner’s level.
• To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.
• Conducting service audits periodically as per the company norms.
• Ensure Product training of the dealer, workshop manager & service mechanics.

Preferred Industries

Agriculture ImplemenAutomobile

Education Qualification

B.Tech /BE - Agriculture (Preferred) / Mechanical / Automobile

Diploma –Agriculture, Mechanical, Automobile

General Experience

Minimum 2 Years of relevant experience as CCM

Critical Experience

Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues

System Generated Core Skills

Change ManagementChannel StrategyConsumer FocusCustomer Relationship Management (CRM)Product Knowledge & ApplicationService Management

System Generated Secondary Skills

Experience Level

Mid Level