Manager - Spare Parts Operations and Customer Care
Mahindra And Mahindra LimitedMumbai/Bombay
Not disclosed
Work from Office
Full Time
Min. 12 yearsJob Description
Mgr.-Spare-parts Operations, Cust. Care
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
Preferred Industries
Automobile
Education Qualification
Bachelor of Engineering; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechanical
General Experience
12-15 years of Customer Care management
Critical Experience
System Generated Core Skills
Project Development
Customer Satisfaction
Service Orientation
Customer Sensitivity
Relationship Management
Dealer Management
Manpower Management
Service Strategy
Territory Coverage Optimization
Channel Development
Project Planning & Execution
Risk Analysis
Business Process Improvement (BPI)
Contract Management
Performance Management
Incentive Schemes
Sales
Customer Management
Fraud Management
Trial Management
Tool Management
Talent Acquisition
Auditing
Quality Improvement
Reporting
Manpower Planning
Training & Development
Review Mechanism
System Generated Secondary Skills
Capability Building
Project Management
Sales Support
Warranty Management
Experience Level
Senior LevelJob role
Work locationMumbai H.O, MUM KND AD IO, IN
DepartmentSales & BD
Role / CategoryCustomer Support - Operations
Employment typeFull Time
ShiftDay Shift
Job requirements
ExperienceMin. 12 years
About company
NameMahindra And Mahindra Limited
Job posted by Mahindra And Mahindra Limited
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Work from OfficeFull TimeMin. 2 yearsGood (Intermediate / Advanced) EnglishYou can expect a minimum salary of 0 INR. The salary offered will depend on your skills, experience and performance in the interview.
The candidate should have completed the required education and people who have 12 to 15 years are eligible to apply for this job. You can apply for more jobs in Mumbai/Bombay to get hired quickly.
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