IC/PM

Individual Contributor Role

Company Profile

Jaquar Group is a prominent Indian conglomerate established in 1960 that operates in the bathroom and lighting industry headquartered in Manesar and has a global presence with manufacturing facilities, subsidiaries, and distribution networks in various countries. Jaquar has grown to become one of the leading manufacturers of premium bathroom fittings, sanitary ware, faucets, showers, wellness products, and lighting solutions.

Our Values

At Jaquar Group, our values guide everything we do. As part of our team, you will be expected to uphold these principles:

- Passion for technology – We innovate continuously
- Highest quality standards – We strive for excellence
- Building strong relationships – We value lasting partnerships
- Excellent customer service – We prioritize customer satisfaction
- Taking care of our people – We support and nurture our team
- Integrity – We uphold the highest ethical standards

About the Role

As an ASI Project, you will be the single point of contact (SPOC) for Customer Care aspects for Project support for the area assigned to you. You will, through constant initiatives, ensure customer delight which shall be the essence of every activity performed. It shall be your endeavour for right service network installation for present and following two quarters business needs. You should be passionate to train people & willing to travel and should have strong acumen to drive customer delight while optimizing on the cost.

Key Responsibilities

1. Service Network Installation and Enablement

- Identify the right service providers required for installation engaging primarily for project support, ensuring alignment with the type of service needed
- Scout and appoint the right party/person for service delivery, ensuring they are well-equipped with material, skills, IT systems, and knowledge of Jaquar values
- Enable service providers through proper onboarding, training on processes, and supplying the necessary resources

2. Customer Delight Through Right Service

- Closely monitor service calls for project support activities, to ensure timely attendance, proper updates in the IT system, and customer satisfaction




- Ensure that customer service is executed without deviation from scheduled times and according to Jaquar’s standards

3. Service Network Management

- Manage the overall service network to ensure optimal delivery
- Ensure right size of workforce with the ASP
- Ensure work force is skilful to attend for the product segments assigned and the customer
- Conduct regular training sessions and on-the-job training (OJT) for service providers to maintain a high standard of product servicing
- Monitor spare stock levels, ensuring timely availability of materials and in-time submission of claims
- Ensure in-time clearance for service provider disengaged with Jaquar

4. Project Support

- Maintain disciplined and regular project interactions to gather insights on customer care support needs and provide feedback for continuous improvement
- Undertake in-time project customer care assistance for each defined stage and manage service camp activities post last customer care stage support and cyclic too
- Organize for warranty certificate for the project
- Brief recent project on customer care activities and access ways for the assistance required
- Ensure in-time spares support requisitioned from Customer Care
- Ensure reconciliation of material with dealer, project, service provider, branch for material transacted by customer care

5. Training

- Plan and execute training sessions for various stakeholders, including OME, OMP, SP, ASP owners, CSR students, and architect staff
- Organize and conduct both initial and refresher training sessions, monitoring their effectiveness to ensure the knowledge is properly applied
- Identify training needs based on project product installation, and ensure the execution of these training programs for correct product installation and functioning

6. Business Enablement

- Guide customers on product enhancements or items beyond builder installations during customer care interactions
- Demonstrate working of product for which customer expressed interest




- Promptly share potential leads with the sales team

7. Key Accounts, Special Drives, and Escalation Management

- Establish proactive contact with key accounts to provide necessary support and address any concerns
- Participate actively in special initiatives or drives to enhance customer engagement
- Handle escalations promptly and effectively, ensuring satisfactory resolution at project site and implementing preventive measures to avoid recurrence

Key Attributes

- Robust understanding of customer service delivery processes and standards
- Good grasp of market dynamics and ability to stay updated on trends
- Technically sound, with a DIY mindset for handling product and service-related issues
- Solid understanding of service network installation, enablement, and management practices
- Good verbal and written communication skills to interact with customers, service providers, and internal teams
- Physically fit and willing to travel for service inspections and DIY activities
- Strong data analytics skills to monitor service efficiency and process improvements

Competencies

Self Driven and Goal/Result Oriented

Attention to Detail

Creativity/Innovation

Decision Making/Judgment

Qualifications and Experience

Education: Graduate or diploma engineer with a technical background Experience: Minimum 3 years of experience in the service industry, with at least 1 year in a lead position. Prior service experience in the building industry is desirable Skills:

- Excellent communication and interpersonal skills
- Ability to manage data effectively and perform analytics for process improvement
- Strong understanding of service network operations and challenges
- Passion for continuous learning and enhancing the knowledge of others
- DIY approach with technical soundness in product handling and servicing

Company Commitment to Equal Opportunity Employment

Jaquar Group is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national orientation or disability.

Reach Us At

Jaquar and Company Private Limited Plot No.3, Sector – 11, IMT Manesar Gurgaon, Haryana – 122050

📌 Sr. Off - ASI - Project (Maharashtra)
🏢 Jaquar Group
📍 Maharashtra