Job Description

Responsibilities & Key Deliverables

• As a Senior Customer Care Manager - Tractors at Mahindra & Mahindra Ltd in the Farm Division, you will play a pivotal role in ensuring superior customer satisfaction and product excellence. Your responsibilities will encompass collaborating closely with the product development team from the proto-stage onwards to enhance product serviceability and maintainability, thereby reducing downtime and increasing customer trust. You will ensure system readiness by coordinating the availability of parts prior to the launch of new products, managing inventories efficiently at warehouses and dealerships, and creating comprehensive service kits and child parts numbering systems.
• Your role involves developing and updating essential documentation such as operators manuals, parts catalogues, service manuals, wall charts, and data books to support service teams and end-users effectively. You will also lead the creation and maintenance of e-catalogues for all new models, enhancing digital accessibility and streamlining parts identification processes. Designing specialized service tools tailored to new products to uplift service quality at dealerships will be a critical task, enabling quicker, more accurate repairs and maintenance.
• Enabling the MEC team with technical expertise and suitable training aids to conduct impactful training sessions on new products is another core aspect of your role, ensuring dealership teams are well-prepared to meet customer needs efficiently. Additionally, you will foster a service-oriented culture emphasizing continuous improvement and responsiveness to customer feedback while leveraging your expertise to anticipate market and technological trends that impact customer care. Your contributions will directly support Mahindra's commitment to superior product support and customer delight.
• Drive product serviceability improvements during development stages.
• Ensure system readiness through advanced planning and inventory norm definitions.
• Develop and continuously update technical literature and digital catalogues.
• Design innovative service tools to enhance service delivery.
• Support Dealer training initiatives with technical input and training material.
• Collaborate with cross-functional teams to elevate service quality and customer experience.

Preferred Industries

AutomobileTractor

Education Qualification

The ideal candidate will possess a solid educational background relevant to engineering disciplines, with a focus on mechanical, automobile, or agriculture engineering. Acceptable qualifications include:

• Diploma in Engineering (Mechanical, Automobile, or Agriculture specialties)
• Bachelor of Engineering (Mechanical, Automobile, or Agriculture specialties)

These qualifications provide the foundational technical knowledge necessary to understand complex tractor systems, product development lifecycles, and service methodologies vital to this role. Candidates who combine their formal education with practical insights into mechanical systems and service management will find themselves particularly well-prepared to meet the demands of this position.

The educational background should reflect a commitment to continuous learning and professional growth, enabling the candidate to stay abreast of technological advancements and industry best practices in tractor manufacturing and customer care.

General Experience

Applicants should bring 4 to 7 years of relevant professional experience, particularly within the automobile, tractor, or similarly related industries. This experience should encompass a broad understanding of customer care management, service readiness, and product lifecycle support in a manufacturing or product-centric environment.

Experience in interfacing with product development teams during new product introduction phases, managing service documentation, developing training programs, and ensuring parts availability prior to product launch is crucial. Candidates who have demonstrated success in improving service quality and operational efficiencies within dealership networks will excel in this role.

• 4-7 years of experience in customer care or service management roles.
• Proven track record in the automotive or tractor industry is highly advantageous.
• Hands-on experience with service readiness assessment, service tool design, and technical literature development.
• Strong exposure to coordination with multiple stakeholders including warehouses, dealerships, and training departments.

Critical Experience

Critical experience for this role includes demonstrating expertise in strategic business orientation and leadership competencies that align with Mahindra’s core values. Candidates are expected to have:

• Experience leveraging strategic foresight to anticipate and capitalize on emerging business opportunities within the customer care domain.
• Proven ability to develop and manage comprehensive service planning and readiness initiatives, ensuring seamless launch and sustained service support for new tractor models.
• A track record of applying innovative thinking to design customer-centric solutions, improve service quality, and enrich the overall customer experience.
• Strong leadership in fostering teamwork, stakeholder engagement, and sustainability considerations, blending passion and energy to enhance workplace culture and operational efficiency.
• Competence in managing warranty claims, dealer relationships, and training programs to uphold high standards of service excellence.

Proficiency with tools such as SAP for resource planning and warranty management, alongside skills in negotiation, communication, and manpower management, will be essential. Candidates should bring a robust customer focus, the ability to execute projects with accountability, and agility to adapt to changing business environments, all while championing diversity and inclusion at the workplace.

System Generated Core Skills

Communication SkillsCustomer SensitivityConsumer FocusCustomer Relationship Management (CRM)Customer SupportManpower ManagementDealer Relationship ManagementNegotiationTraining & DevelopmentRevenue GenerationSAPService PlanningService Readiness AssessmentTeam BuildingTerritory Coverage OptimizationWarranty ManagementDesigning Customer ExperienceService OrientationCapability BuildingService QualityService Management

System Generated Secondary Skills