Role & 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 Jaquars 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 new 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

Preferred candidate profile

- Strong 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
- Valuable 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

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

📌 Area Service Incharge (Nagpur)
🏢 Jaquar Group
📍 Nagpur