Customer Service Operations Manager

1 month ago


Guwahati, Assam, India Mahindra Rise Full time

Job Title: Customer Service Operations Manager

Company: Mahindra Rise

Job Summary:

We are seeking a highly skilled Customer Service Operations Manager to join our team. The successful candidate will be responsible for analyzing technical complaints of vehicles in the field, rectifying defects, and maintaining warranty processes.

Key Responsibilities:

  • Analyze technical complaints of vehicles in the field
  • Rectify defects in vehicles and overhaul aggregates
  • Maintain and handle internet-based warranty
  • Ensure implementation of service processes at channel partners
  • Development of secondary channel
  • Feed back on company and competitor products
  • Training of service managers
  • Work out special service support for strategic customers with channel partners
  • Ensure execution of spare parts order by all channel partners for sufficient inventory and meeting spare parts target
  • Secondary network for spare parts sales
  • Guide channel partners for manpower, facilities, and equipment optimization
  • Ensure profitability of workshops of channel partners
  • MIS on service
  • Spare parts inventory management
  • Managing service guarantee at the dealership
  • Monthly visit to ASC and monitor his performance along with ASC coordinator
  • Service camps on a monthly basis
  • Monthly visits to customers and update M Response data

Preferred Industries: Automotive

Education Qualification: Diploma in Engineering, Bachelor of Engineering, Diploma in Engineering in Mechanical

General Experience: 5 years and above

Critical Experience: Mahindra Leadership Competencies

Result Orientation with Execution Excellence: Effective Project Management, Strategic Foresight, Passion for Quality, Global mind-set, Accountability for results, Leadership through Sustainability, Agility with discipline, Frugal mind set, Leveraging Human Capital, Entrepreneurial engagement, Customer Focus, Customer Delight, Weaving Passion and Energy at Work, Being Passionate about work, Service Orientation, Working without Barriers, Innovation Led Transformation, Idea Orientation, Blending Fun with work, Learning from Failures

System Generated Core Skills: Customer Sensitivity, Service Orientation, Service Management

System Generated Secondary Skills: Consumer Focus, Dealer Relationship Management, Service Planning



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