Manager - Customer Care (Bangladesh)

Responsibilities & Key Deliverables

- Based in Dhaka office, liaise with Mahindra & Swaraj distributors to ensure proper service, warranty and spare parts support

- Lead local service team in Mahindra Bangladesh office to ensure smooth delivery of service to distributors and customers

- Report product issues from the market, assist collaborate with HO team to determine root cause and implement resolution in market, suggested by HO.

- Assist / guide distributors in Service & Parts Operations.

- Implement policies and procedures in distributor network.

- Map Skill Matrix and identify TNI and conduct training sessions to ensure dealer technicians /service advisors are trained.

- Implement warranty policy.

- Ensure receipt of timely product feedback from dealers.

- Ensure distributors get required support in terms of literature, tools, diagnostics, catalogues, capability building etc.

- Help distributors grow business through Service Marketing activities.

Responsibilities & Key Deliverables

- Visit fleet operators along with Distributor to instill confidence in our products and services. Monitor & control, CSI, TAT & DSS for respective countries to ensure dealer/ distributor / customer satisfaction.

- Implement new initiatives in after sales / Service deliverables.

- Digitization scope & delivery in After Sales operation.

- Tender Support- Identifying & execution of after sales & initial startup activity like recommended part list, farmer kit, special tools kit, training aggregates - cut section, literatures, accessories.

- New product introduction, preparation of ‘Product Request Format’, discuss with product team. Hand hold sales team till new product launch. New launch Support in after sales deliverables.

Experience

- BE – not less than 4-5 yrs

- Diploma –6-8 yrs

In Service and Field Operations of Tractors Industry. International experience will be an added advantage

Desirable Experience

- Exposure to dealerships systems and processes with experience in implementing dealership and CSI processes (Tractors)

- In depth product knowledge & Exposure to QA & NPD process

- Experience in handling dealers and customers.

- Sound technical knowledge with analytical skill.

- Exposure to Parts inventory management

- Business acumen

Desirable Competencies:

- Good Analytical ability

- Strong communication & Presentation skills

- Result orientation skills

- Experience in warranty system

Qualifications

BE/B.Tech or Diploma in Automobile / Mechanical