Customer Care Manager - Dealer & Service Operations

Manager-Customer Care

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 and systems related to the service function at channel partners level.Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.To attend and resolve the critical customer complaints and measure of customer satisfaction level.To work towards and increase dealer 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 and 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 partners 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 and service mechanics

Preferred Industries

Agriculture ImplemenAutomobile

Education Qualification

Bachelors of Technology; Bachelor of Engineering; Diploma in Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture

General Experience

1-4 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