Key Result Areas

- Service delivery and Customer satisfaction.
- Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management
- Revenue Generation and working capital management.
- IT Systems Usage and Training
- Warehouse activities, viz. categorisation, spares stock control and compliance.

The incumbent would be responsible for the following:

A. Service delivery and Customer satisfaction.

- Managing product / service installation and break fix as per First Visit Time (FVT) and Closure Visit Time (CVT) norms by effective management of ASPs.
- Ensuring effective and speedy resolution of problems / customer complaints.
- Monitoring and reviewing service delivery quality and response patterns.
- Working to improve Customer Satisfaction Index (CSI) and customer accolades.

B. Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management

- Managing ASPs, their performance and availability of resources and infrastructure for effective service delivery.
- WD management for service to ensure requisite service to WD end customers.




- Monitoring service activities of dealers to ensure a uniform service experience to customers through dealer channel.

C. Revenue Generation and working capital management.

- Achieving service revenue as per plan by planning and conducting revenue generation activities.
- Managing outstanding as per norms.

D. IT Systems Usage and Training

- Providing training to ASP and WD technician on all Recent products.
- Providing training to ASP, contractor, franchise and WD personnel by conducting Tool Box Talks and Accompanied Visits on products and soft-skills.
- Provide Hands down training to branch, ASP and dealer personnel on IT Systems and digital apps for effective utilisation of these tools.
- Providing objective feedback on products.

E. Warehouse activities

- Categorisation of product and maximum conversion to Finished Good (FG).
- Timely categorisation of defective stock and subsequent repair of D3 /DF3 stock in a time bound manner.
- Tracking warehouse spares stock for optimum level, effective utilisation and reduction.
- Ensuring compliance to statutory requirements.

📌 Service Manager | Godrej Interio | Trivandrum (Thiruvananthapuram)
🏢 Godrej Boyce
📍 Thiruvananthapuram