Job Purpose You will be responsible for driving business growth by onboarding new brand partners and managing them end-to-end, while also further developing relationships with allocated existing brands/OEMs. The role includes overseeing service operations across a network of franchise partners as well as company-owned service centers and field teams handling Home Appliances (HA) and digital devices.

The position requires ensuring high-quality repair services, SLA adherence, and operational efficiency across service locations PAN India, while building strong partnerships with existing brands and OEMs.

Roles And Responsibilities

- Identify and develop recent business opportunities with OEMs, retailers, and distribution partners for authorized service partnerships.
- Build and manage strategic relationships with key brand clients.
- Lead commercial discussions, contract negotiations, and onboarding of new service partnerships.
- Drive revenue growth and profitability across service operations.
- Oversee day-to-day operations of authorized service centers for assigned brands.
- Managing service operations and ensuring KPI achievements for franchisee partners as well as company-owned service centers.
- Ensure adherence to service KPIs, SLAs, TAT, and quality standards defined by brand partners.
- Monitor productivity, service quality,



and customer satisfaction metrics, and implement improvements.
- Support planning and warehousing teams with adequate strategic inputs to manage inventory of spare parts and other infrastructure.
- Establish standardized operating procedures and ensure compliance with OEM and internal audit requirements.
- Track operational and financial performance, including cost control and margin improvement.
- Build a high-performance culture with strong ownership, accountability, and customer focus.
- Mentor and develop team members within operations and business teams.

Desired Candidate Profile

- 10+ years of experience in after-sales service, repair operations, or service network management in consumer electronics, mobile, or home appliances industry.
- Proven experience in business development and managing OEM relationships.
- Strong understanding of authorized service center operations, SLAs, and warranty processes.
- Demonstrated ability to scale operations and drive profitability.
- Strong leadership, negotiation, and stakeholder management skills.
- Demonstrated proficiency in Microsoft Office applications and specifically Microsoft Excel

Experience: 10+ years

Qualification

- Bachelor’s degree in management of relevant field
- MBA preferred

📌 Qdigi | General Manager (Service Ops and Account Lead) 178 days ago (Mumbai)
🏢 Onsitego
📍 Mumbai