Company: Veer Mahindra
Position: Relationship Manager – Service (Mahindra Electric Vehicles)
Department: After Sales – Mahindra Electric & Born Electric Division
Location: Kannur / Kasaragod, Kerala
Reporting To: Service Manager – Mahindra Electric Vehicles / General Manager – Service
Position Overview
Veer Mahindra is establishing a dedicated Mahindra Electric & Born Electric Service Division to deliver an ownership experience that matches the sophistication of Mahindra's premium electric vehicle portfolio.
We are looking for an experienced Relationship Manager – Service (EV Service Advisor) who will serve as the single point of contact for customers throughout their service journey. This role demands exceptional relationship management, technical understanding of electric vehicles, and the ability to deliver a luxury hospitality experience while coordinating with technical teams.
This is not a conventional Service Advisor position. We are seeking professionals with prior automotive service advisory experience, preferably from luxury or premium automotive brands, who understand that premium customers expect proactive communication, transparency, and personalised service.
About the Role
The Relationship Manager – Service will manage every customer interaction from service appointment to vehicle delivery, ensuring complete ownership satisfaction while maintaining the highest standards of customer experience.
The role combines technical advisory, customer relationship management, workshop coordination, digital communication, and premium hospitality.
You will represent the Veer Mahindra brand and ensure every Mahindra Electric customer experiences service that exceeds expectations.
Vehicle Portfolio
Responsible for supporting customers of:
- Mahindra BE 6
- Mahindra XEV 9e
- Future Mahindra Born Electric Models
- Future Mahindra Electric Vehicle Portfolio
Key ResponsibilitiesPremium Customer Relationship Management
- Become the dedicated relationship manager for assigned customers.
- Build long-term relationships with EV owners.
- Understand customer expectations and ownership requirements.
- Deliver a personalised and premium service experience.
- Maintain regular communication throughout the ownership lifecycle.
Service Advisory
- Receive customers professionally and conduct detailed vehicle inspections.
- Understand and document customer concerns accurately.
- Explain technical issues in simple and customer-friendly language.
- Prepare repair estimates and obtain customer approvals.
- Coordinate with workshop technicians for accurate diagnosis and repairs.
- Ensure all work orders are documented accurately.
EV Technical Consultation
Educate customers regarding:
- Battery health and diagnostics
- Charging systems
- Home charger usage
- Public charging infrastructure
- Software updates
- Vehicle connectivity
- Regenerative braking
- ADAS calibration (where applicable)
- High-voltage safety
- Battery warranty
- Preventive maintenance schedules
Remain updated on Mahindra's latest EV technologies, software enhancements, and technical service bulletins.
Workshop Coordination
- Coordinate with EV-certified technicians and workshop controllers.
- Monitor repair progress and workshop timelines.
- Ensure timely availability of parts and consumables.
- Prioritise urgent repairs based on customer needs.
- Reduce vehicle downtime through effective coordination.
Customer Communication
Provide proactive updates throughout the repair process:
- Vehicle check-in confirmation
- Diagnostic findings
- Repair progress
- Additional repair recommendations
- Delivery timelines
- Delay notifications
- Vehicle ready confirmation
- Post-service follow-up
Maintain complete transparency throughout the service process.
Service Delivery Experience
- Conduct vehicle delivery with a detailed explanation of completed work.
- Explain invoices, warranties and future maintenance requirements.
- Demonstrate updated software features where applicable.
- Ensure customers leave with complete confidence in their vehicle.
Customer Complaint Resolution
- Resolve customer concerns promptly and professionally.
- Handle difficult situations with empathy and confidence.
- Escalate technical issues appropriately.
- Conduct root cause analysis for recurring concerns.
- Maintain complete ownership of customer cases until closure.
Digital Customer Engagement
- Manage customer communication through CRM, WhatsApp and other approved digital platforms.
- Schedule service reminders and maintenance appointments.
- Coordinate OTA (Over-the-Air) update communications when applicable.
- Promote digital service booking and customer convenience.
Service Business Development
Promote dealership value-added services including:
- Annual Maintenance Contracts (AMC)
- Extended Warranty
- Roadside Assistance
- Accessories
- Vehicle Health Checks
- Service Packages
- Detailing Services
Generate repeat business through exceptional customer engagement.
Documentation & Compliance
- Prepare job cards accurately.
- Ensure repair approvals are documented.
- Maintain complete service history.
- Adhere to Mahindra warranty procedures.
- Follow EV safety protocols and dealership SOPs.
- Ensure compliance with all statutory and OEM requirements.
Key Performance Indicators (KPIs)Customer Experience
- Customer Satisfaction Index (CSI)
- Net Promoter Score (NPS)
- Customer Retention
- Customer Compliments
- Google Review Rating
- Positive Customer Feedback
Service Operations
- Job Card Conversion
- Average Repair Order Value
- Service Revenue Contribution
- Vehicle Delivery on Promise Time
- Repeat Repair Percentage
- First-Time Fix Rate
- Workshop Coordination Efficiency
Customer Relationship
- Complaint Resolution Time
- Follow-up Compliance
- Service Reminder Conversion
- Repeat Service Retention
- Referral Generation
Process Excellence
- Job Card Accuracy
- Warranty Documentation Accuracy
- CRM Compliance
- Customer Communication Timeliness
- Mahindra Audit Compliance
Desired Candidate ProfileEducation
- Diploma / Bachelor's Degree in Automobile Engineering, Mechanical Engineering, Business Administration or related field.
ExperienceMandatory
- Minimum 4–8 years of experience as a Service Advisor, Relationship Manager – Service, or Customer Service Executive in an authorised automobile dealership.
- Strong knowledge of dealership service operations and workshop processes.
- Experience handling premium customer interactions.
- Valid four-wheeler driving licence.
Highly Preferred
Candidates with experience from premium automotive brands such as:
- Mercedes-Benz
- BMW
- Audi
- Volvo
- Lexus
- Jaguar Land Rover
- Porsche
- MINI
- Jeep
- BYD
- Škoda
- Volkswagen
- Toyota Premium
- Hyundai Premium
- Kia Premium
- Other premium automotive dealerships
Experience handling Electric Vehicles, Hybrid Vehicles or High-Voltage Systems will be a significant advantage.
Core CompetenciesCustomer Excellence
- Premium Customer Relationship Management
- Customer Journey Management
- Service Recovery
- Customer Retention
- Complaint Resolution
Technical Knowledge
- Electric Vehicle Systems
- High-Voltage Safety
- Battery Management Systems
- Charging Infrastructure
- Connected Vehicle Technologies
- Diagnostic Coordination
Operational Skills
- Workshop Coordination
- Job Card Preparation
- Warranty Process Knowledge
- Cost Estimation
- CRM Management
- Digital Communication
Personal Attributes
- Exceptional interpersonal skills
- Professional appearance and grooming
- Excellent communication in English and Malayalam
- High emotional intelligence
- Strong listening and problem-solving abilities
- Calm under pressure
- Customer-first attitude
- Attention to detail
- Passion for technology and innovation
Compensation & BenefitsFixed Salary
₹25000 – ₹45000 per month (depending on experience and premium brand exposure).
Additional Benefits
- Travel Allowance (TA)
- Mobile & Communication Allowance
- Performance Incentives
- OEM Technical & EV Certification Training
- Leadership Development Programmes
- Medical Insurance
- Career Growth Opportunities
Performance Incentives
Earn attractive monthly and quarterly incentives linked to:
- Customer Satisfaction (CSI & NPS)
- Service Retention
- Labour Revenue
- AMC & Extended Warranty Sales
- Roadside Assistance Penetration
- Accessory Sales
- Workshop Productivity
- Google Reviews
- Customer Retention & Referral Business
Why Join Veer Mahindra?
Mahindra's Born Electric portfolio is setting new benchmarks for electric mobility in India, and Veer Mahindra is committed to delivering an ownership experience that reflects the same level of innovation and sophistication.
As a Relationship Manager – Service, you will be the face of our premium after-sales experience, building lasting relationships with EV owners while working with advanced vehicle technologies, state-of-the-art diagnostic systems, and one of Kerala's most progressive automotive teams.
If you have a passion for customer service, premium automotive experiences, and the future of electric mobility, this is an opportunity to build a rewarding long-term career with Veer Mahindra.
Pay: ₹20,000.00 - ₹35,000.00 per month
Benefits:
- Health insurance
- Paid sick time
Work Location: In person
