Electric Field Customer Complaint Manager Job in Bangalore at Mahindra & Mahindra Ltd.

Mahindra & Mahindra Limited is hiring for the role of Electric Field Customer Complaint Manager!

Responsibilities of the Candidate:

• Prevent the generation of customer complaints (escalation) identify root cause for the escalation and take preventive action at the dealership. If a customer concern is generated, resolve it within the minimum possible time.
• Ensure vehicle delivery from the dealership with minimum TAT (Turn Around Time).
• Implement M&M Service Guidelines, including manpower availability and training, infrastructure, tools, equipment, and processes at the respective dealership. Conduct regular audits to identify gaps and take action with the dealership for gap closure.
• Provide technical support for critical complaints on EVs where there is a challenge from the dealership for resolution. Support TARs raised by the dealership.
• Conduct OJTs (The Job Training) regarding field failures and their troubleshooting in respective dealerships and nominate for different training held in the Training Centre for developing EV competencies.
• Serve as Key Account Manager for the fleet customer assigned to EV CCM, ensuring their satisfaction and building rapport/relationship. Track their vehicles in the dealership, conduct service camps and onsite checkups through dealers, conduct training for fleet manpower on EV awareness, hold monthly meetings to resolve any concerns, act as SPOC for the respective fleet, and provide solutions for their concerns and needs.

Requirements: