Customer Care Manager
CurrentJOB PROFILE1.) Customer handling & customer Satisfaction.2.) Dealer service profitability basis sales of part, lube and labor.3.) Propose the annual service plan per dealer covering area, distances / spread, financial capability of dealer, etc. in line with Mahindra Ag service guidelines and norms.4.) Determine the service opportunities / requirements in terms of branches, authorized service centers, mobile service vans/ bikes per dealer.5.) Prepare and consolidate the monthly and YTD service tracking tool with inputs from the team.6.) Prepare and share the annual dealer training requirements with HO.7.) Implementations of after sales at the dealerships.8.) Receive escalated technical issues or complex warranty cases with high financial impact from field service executives / dealers.9.) Improve the CSI Score at the dealerships.10.) Ensure the better PDI/Installations/Job Card quality/warranty claim quality.11.) Ensure to have the dealer Infrastructure as per the norms.12.) Training of the Dealer Manpower.13.) Depot Management.14.) Parts & Lubes Availability and to achieve the Annual Targets.15.) Call Centre Management and resolve the complaints.16.) Coordination with OEMs for resolving the concerns.17.) Dealer Manpower Training and enhancement the skills.18.) Sales Thru service.19.) Systems-PSF/Service Reminders/Installations/Workshop Management/DMS.20.) Service Absorptions (Revenues).21.) Dealer Assessments and enhance the capabilities of the dealerships.22.) Warranty Audits to enhance the warranty system.23.) OEMs coordination to resolve the day to day Concerns.24.) Improve the Reach at the dealerships ensure to attend the customers.25.) Direct Customers Management thru call centers.
