Manager - Customer Care

工作内容

Responsibilities & Key DeliverablesCreating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the future.Understanding the internal and external Customers stated and unstated requirements and working towards creating a culture of customer focus, thereby building the Mahindra brand in Customer’s mind.Understanding the basic requirement of products in the market based on competitors product study, interfacing with Quality in PDRDS to rectify product issues as well as building confidence of the product in the sales team.Ability to build a rapport with channel partners and the sales team being the main link between the field and head office.Ability to develop systems and processes to ensure workshop and dealer profitability.Ability to design and implement new Customer Care initiatives in the field.Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the futurePreferred IndustriesAgriculture ImplemenAutomobileTractorFarm SectorFarmingEducation QualificationBachelor of Engineering in Mechanical / Automobile / AgricultureBachelors of Technology in Mechanical / Automobile / AgricultureDiploma in Engineering in Mechanical / Automobile / AgricultureGeneral Experience10 - 15 years of relevant experience in After Sales / Service.Exposure to 1 - 2 diverse markets (Different States).Should have worked in Rural Markets. Basic understanding of Farm Industry, Tractor and Implements.Critical ExperienceMahindra Leadership CompetenciesStrategic Business Orientation_Business PerspectiveStrategic Business Orientation_Anticipating and Leveraging Business OpportunitiesStrategic Business Orientation_Strategic ForesightStrategic Business Orientation_Global mind-setLeadership through Sustainability_Strategize around,Sustainability DriversLeadership through Sustainability_Frugal mind setLeadership through Sustainability_Stakeholder focusLeadership through Sustainability_Triple Bottom Line SensitivityCustomer Focus_Customer SensitivityCustomer Focus_Customer DelightCustomer Focus_Service OrientationInnovation Led Transformation _Idea OrientationInnovation Led Transformation _Change catalystInnovation Led Transformation _Risk Taking with ResponsibilityResult Orientation with Execution Excellence_Effective Project ManagementResult Orientation with Execution Excellence_Passion for QualityResult Orientation with Execution Excellence_Accountability for resultsResult Orientation with Execution Excellence_Agility with disciplineLeveraging Human Capital_Exponential synergyLeveraging Human Capital_Team developmentLeveraging Human Capital_Entrepreneurial engagementLeveraging Human Capital_Appreciating diversityWeaving Passion and Energy at Work_Being Passionate about workWeaving Passion and Energy at Work_Working without BarriersWeaving Passion and Energy at Work_Blending Fun with workWeaving Passion and Energy at Work_Learning from FailuresSystem Generated Core SkillsBusiness AnalyticsCustomer SatisfactionService OrientationCustomer SensitivityProduct ManagementRelationship ManagementInfluencing SkillsConflict ManagementSystem DevelopmentSix SigmaProcess ManagementProduction PlanningProduct PlanningService Initiatives & CampaignsTalent AcquisitionInternal CommunicationBrand Value PropositionBrand PositioningBrand BuildingRequirement AnalysisCompetitor AnalysisQuality Assurance (QA)Product TrainingSalesProcess Design & ImplementationFinance FundamentalsCredit ManagementPlanning for Dealership ProfitabilityProject ManagementCustomer CentricitySystem Generated Secondary Skills