Role Summary

The position is responsible for managing after-sales service operations, customer complaints, service partners/technicians, B2B project support, technician training, service quality and revenue generation within the assigned territory.

Key Responsibilities

1. Service Operations & Customer Support

- Manage service delivery through Authorised Service Providers (ASPs) and dealers as per defined service parameters.
- Monitor service calls and ensure timely closure and required service levels.
- Track key service parameters such as Open Call Days, Customer Satisfaction (CSN) and Closure Visit Time (CVT).
- Handle and coordinate resolution of customer issues during installation and warranty periods.
- Ensure a high level of customer satisfaction and service experience.

2. B2B Project Supervision

- Supervise assigned B2B projects and conduct regular site visits.
- Attend customer meetings and coordinate with relevant stakeholders.
- Monitor project progress and provide timely updates.
- Ensure operational activities and project information are updated on digital platforms such as CRM, Power Apps and PMATS.

3. Technician & Service Partner Management

- Coordinate with ASPs, dealers and technician teams to ensure effective service delivery.
- Arrange and coordinate technical and operational training for ASP/WD technicians and back-office teams.
- Conduct Toolbox Talks (TBT), accompanied field visits and call-room training.
- Support training related to technical skills, soft skills and digital applications.

4.



Spare Parts & Product Feedback

- Support warehouse/service-spares activities, including categorisation and stock control.
- Provide timely and meaningful feedback on product/service issues to the concerned team for Corrective and Preventive Action (CAPA).

5. Service Revenue

- Support achievement of assigned service revenue targets.
- Plan and conduct free service camps to generate customer engagement and service opportunities.
- Drive revenue through ASP/WD channels, accessories and Value Added Services (VAS) as applicable.

Essential Experience

- Experience in front-end customer handling / customer service
- Experience in managing technicians or service manpower
- Exposure to service operations, after-sales support or field service activities will be an advantage.

Preferred Skills

- Good working knowledge of MS Office
- Hands-on experience with CRM / digital service applications
- Ability to work with digital platforms and service monitoring systems

Key Competencies

- Good communication and interpersonal skills
- Strong customer-centric approach
- Empathy and problem-solving ability
- Team player with the ability to coordinate with multiple stakeholders
- Assertive and result-oriented approach
- Positive planning and coordination skills
- Willingness to travel for customer visits, site visits and field service activities

Pay: ₹400,000.00 - ₹550,000.00 per year

Benefits:

- Food provided
- Health insurance
- Provident Fund

Work Location: In person

📌 Branch Service Manager (India)
🏢 Growel Softech
📍 India