Job Requirements

Lead the Regional Watches Service function and To manage service centres within the operational targets, maintain robust customer relations, and ensure customer complaint resolution upholding the Titan promise of quality and customer delightx

Technical Support :After Sales Service

- Maintain a categorised customer issue database to provide support to the relevant stakeholders in creating a defect-free product pipeline
- Provide support to the customer service centres in resolving the critical issues of after sales repair by coordinating with relevant stakeholders within the predefined timelines
- Monitor the serviced watch return/ repeat returns to analyse on the servicing effectiveness / quality of repair & design countermeasures for improvement
- Monitor and review the post service follow-up to close loop on the problem resolution with the customer
- Provide solution for escalations regarding the customer queries and complaints

Operations Management: Regional Service Support
- Plan and approve service camps in-store or at identified locations in coordination with the channel and regional sales teams
- Supervise the service centre operations by ensuring availability of spare parts and manpower while managing technical issues, customer escalations etc.
- Plan and approve exhibitions for dealer/ distributors for showcasing newly developed non-OEM products in coordination with the regional teams
- Support the regional teams in addressing queries related to spurious parts/ products
- Plan for periodic audits and ensure commercial compliance in service centres across regions
- Monitor the Guarantee Part Reimbursement Claims in the regions and conduct periodic audits on the accuracy of claim approvals




- Approve empowerment cases under the Guarantee Part Reimbursement Claims with justification
- Ensure operational excellence and workplace discipline across all the service centres

Network Expansion

- Identify requirements for new service centres within the region through market analysis and create plan for setting new centres with details of ROI calculations, equipment and manpower requirements
- Approve service centre layouts in coordination with the IRSG team

Recruitment and selection

- Identify and approve the manpower requirement in the store against attrition, new stores/ authorised service centres etc.
- Interact with institutes to create courses targeted to meet Titan requirements and source potential manpower
- Create and approve the SOPs for recruitment of staff in the company and franchisee stores with coordination from the HR teams
- Conduct interviews to support selection for critical positions and new roles in the service centre with coordination from the HR teams

People & Talent Management

- Drive a culture of diversity, performance and transparency in the region and ensure the employees in the region are engaged.
- Mentor and develop staff using a supportive and collaborative approach.
- Ensure talent pipeline is created by succession planning for the critical positions in the region.
- Set Objectives for Reportees aligned to the organizational /functional.
- Liaise with HR on vacant positions.
- Conduct recruitment interviews for key positions in the region; Monitor the implementation of the Sales Training Program for the region.

Work Experience

Relevant Experience:

Experience in Watches Function / Allied Function with experience in Operations - Prior experience in Watches service would be good to have.

Behavioural Skills

- Customer orientation
- People management
- Ambiguity tolerance

Knowledge

- Business acumen
- Vendor management

📌 Customer Service Manager-Regional Tech Support (W&W) (Kolkata)
🏢 Titan
📍 Kolkata