Role & responsibilities :

Job Purpose

To analyze service performance data, generate actionable insights, monitor service KPIs, and support decision-making through data-driven reporting. The role is responsible for improving customer satisfaction, service efficiency, technician productivity, warranty management, and service partner performance.

Key Responsibilities

Service Performance Analytics
Analyze service call trends, closure rates, TAT, repeat complaints, and productivity metrics.
Monitor daily, weekly, and monthly service performance dashboards.
Identify service gaps and recommend corrective actions.
Develop and maintain dashboards using Excel, Power BI, or similar tools.
Analyze performance reports for regions, ASCs, technicians, and products.

Customer Experience Analysis
Analyze customer feedback, NPS, VOC, and complaint data.
Identify recurring customer issues and recommend improvement initiatives.
Track customer satisfaction and service quality metrics.

Warranty & Claims Analysis
Monitor warranty claims trend and failure patterns.
Analyze warranty costs and identify prospects for cost reduction.
Support validation of warranty claims and audit requirements.

Service Partner Performance Monitoring




Evaluate ASC/PSC performance on productivity, call attendance, closure rates, and customer satisfaction.
Identify underperforming service partners and recommend improvement plans.
Track technician utilization and manpower productivity.

Data Management & Process Improvement
Ensure accuracy and integrity of service data.
Automate reports and improve reporting efficiency.
Support digital transformation and service process enhancement initiatives.

Key Performance Indicators (KPIs)
Service Call Closure Rate
Turnaround Time (TAT)
Customer Satisfaction (CSAT)
Repeat Complaint %
Warranty Claim Cost
Dashboard Accuracy & Timeliness
Technician Productivity
Service Partner Performance Index

Preferred candidate profile :
Bachelor's Degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, or equivalent.
MBA/PGDM in Analytics (Preferred).

Experience
5+ years of experience in Service Analytics, Business Analytics, MIS, or Operations Analytics.
Experience in Consumer Durables, Small Home Appliances, Electronics or Service Industry preferred.

📌 Service Data Analyst/ Manager Gurugram (India)
🏢 USHA International
📍 India