Job Description:

National Manager (AGM/General Manager) - Field Service Operations (Consumer Products)
Department: Technical Service / After Sales Service
Location: Delhi/Noida (Extensive Pan India Travel)

Position Summary:
We are looking for an experienced and result-oriented General Manager - Field Service Operations to lead the nationwide field service network for consumer products including Dashcams, Wi-Fi Cameras, Smart Home Devices, Video Door Phones, Security Cameras, Networking Products, and other CP Plus product categories.
The incumbent will be responsible for driving customer satisfaction, managing field service operations and service partners, improving operational efficiency, ensuring SLA compliance, and building a scalable, technology-driven service organization across India.

Key Responsibilities
1. Field Service Operations

- Lead Pan India field service operations, including company-owned service centers and authorized service partners.
- Ensure timely installation, repair, warranty support, SLA/TAT compliance, service quality, and MIS reporting.
- Drive operational excellence through standardized service processes and productivity improvements.

2. Service Network & Partner Management

- Develop and expand the nationwide service network across Tier 1, 2, and 3 cities.
- Identify, onboard, train, certify, audit, and evaluate service partners to ensure SLA compliance and service quality.
- Manage partner performance, commercial agreements, and profitability.

3. Customer Experience & Installation

- Enhance Customer Satisfaction (CSAT), NPS,



and overall customer experience by resolving escalations and implementing customer-centric service policies.
- Standardize installation processes, SOPs, quality audits, and drive installation service revenue wherever applicable.

4. Process Improvement & Analytics

- Design and implement SOPs, digitize field service operations, improve engineer productivity, and optimize service costs.
- Monitor dashboards, analyze service trends and product failures, and collaborate with Product and Quality teams for corrective actions.

5. Leadership & Cross-Functional Collaboration

- Lead Regional Service Managers and field teams through performance management, capability development, and succession planning.
- Collaborate with Sales, Product, Supply Chain, Finance, Quality, and Technical Support teams to improve service delivery and support new product launches.

Key Performance Indicators (KPIs)

- CSAT & NPS
- SLA Compliance & Service TAT
- First Time Fix Rate (FTFR)
- Repeat Failure Rate
- Installation TAT
- Engineer Productivity
- Partner Performance Score
- Warranty Cost & Cost per Service Call
- Spare Parts Availability
- Customer Complaint & Escalation Resolution
- Service Revenue Growth

Required Experience





- 15-20 years of experience in After Sales Service Operations with at least 5 years in a leadership role managing nationwide field service.
- Experience in Consumer Electronics, CCTV, Smart Home, IoT, Networking, Automotive Electronics, Mobile Accessories, or Home Appliances.
- Strong exposure to field service operations, service partner management, CRM, ERP (SAP preferred), and Field Service Management systems.

Educational Qualification

- B.E./B.Tech in Electronics, Electrical, Instrumentation, Computer Science, or equivalent.
- MBA (Operations/Marketing) preferred.

Key Competencies

- Field Service & Warranty Management
- Installation & Service Operations
- CRM, ERP (SAP), MIS & Service Analytics
- Vendor & Spare Parts Management
- Process Automation & Continuous Improvement
- Strategic Planning, Team Leadership & People Development
- Stakeholder Management, Negotiation & Change Management
- Robust analytical, communication, and decision-making skills

Preferred Industry
Consumer Electronics, Smart Home & IoT, CCTV & Surveillance, Networking & Wi-Fi Products, Dashcams, Automotive Electronics, Mobile Accessories, and Home Appliances.

Key Deliverables (First 12 Months):

- Achieve 95%+ SLA compliance and 90%+ CSAT across India.
- Improve First Time Fix Rate (FTFR) to 85%+.
- Reduce service turnaround time by 20-25%.
- Standardize nationwide installation and field service processes.
- Strengthen and optimize the service partner network.
- Implement KPI-driven performance management for service partners and field teams.
- Reduce warranty and operating costs while improving service quality and operational efficiency.

📌 General Manager Operations (New Delhi)
🏢 Aditya Infotech
📍 New Delhi