Deputy Manager – Sales Job in Pune

Deputy Manager – Sales

Company: Mahindra & Mahindra Limited

Location: Pune

Experience: 1 to 4 years


Job Description:

Deputy 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 the channel partners’ level. Ensuring standardized Service Infrastructure, facilities, and 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 to and resolve critical customer complaints and measure of customer satisfaction levels. To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post-warranty jobs, and annual maintenance contracts.

Ensure meeting spare targets of all channel partners and company-promoted oil targets. Ensure coordination for timely spare parts order 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 the 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 establishment of 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 Implements



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


Mahindra Leadership Competencies
  • Result Orientation with Execution Excellence_Effective Project Management
  • Strategic Business Orientation_Business Perspective
  • Result Orientation with Execution Excellence_Passion for Quality
  • Strategic Business Orientation_Anticipating and Leveraging Business Opportunities
  • Result Orientation with Execution Excellence_Accountability for results
  • Strategic Business Orientation_Strategic Foresight
  • Result Orientation with Execution Excellence_Agility with discipline
  • Strategic Business Orientation_Global mind-set
  • Leveraging Human Capital_Exponential synergy
  • Leadership through Sustainability_Strategize around, Sustainability Drivers
  • Leveraging Human Capital_Team development
  • Leadership through a Sustainability_Frugal mindset
  • Leveraging Human Capital_Entrepreneurial engagement
  • Leadership through Sustainability_Stakeholder focus
  • Leveraging Human Capital_Appreciating diversity
  • Leadership through Sustainability_Triple Bottom Line Sensitivity
  • Weaving Passion and Energy at Work_Being Passionate about work
  • Customer Focus_Customer Sensitivity
  • Weaving Passion and Energy at Work_Working without Barriers
  • Customer Focus_Customer Delight
  • Weaving Passion and Energy at Work_Blending Fun with work
  • Customer Focus_Service Orientation
  • Weaving Passion and Energy at Work_Learning from Failures
  • Innovation Led Transformation _Idea Orientation
  • Innovation Led Transformation _Change catalyst
  • Innovation Led Transformation _Risk Taking with Responsibility


System Generated Core Skills
  • Change Management
  • Channel Strategy
  • Consumer Focus
  • Customer Relationship Management (CRM)
  • Product Knowledge & Application
  • Service Management
System Generated Secondary Skills


Job Segment: Engineer, Field Service, Engineering, Manufacturing

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