Position Overview
We are looking for an experienced Service Manager - Appliances to manage after-sales service, product defect verification, warranty claims, replacements, and vendor coordination for our appliance category. The ideal candidate should have strong hands-on experience in home or kitchen appliances and be capable of identifying product defects, validating customer complaints, coordinating with vendors for repair or replacement, and ensuring timely closure of service issues. The role will work closely with Customer Care, Quality, Recent Product Development, Warehouse, Supply Chain, and appliance vendors to improve service quality and reduce recurring product issues.

Key Responsibilities
• Defect Identification & Verification: Review and validate appliance-related customer complaints to identify whether the issue is a product defect, usage-related concern, transit damage, or service requirement.
• Warranty Management: Verify warranty eligibility based on purchase details, product condition, warranty terms, and complaint nature before approving repair, replacement,



or further action.
• Vendor Coordination: Coordinate with appliance manufacturers, OEMs, and service vendors for warranty claims, repair support, spare parts, replacement approvals, and defective product resolution.
• Defective Product Replacement: Ensure defective appliances are repaired or replaced within agreed timelines in coordination with vendors, Customer Care, Warehouse, and Supply Chain teams.
• Product Inspection: Conduct or coordinate inspection of returned or defective appliances to validate the issue before processing vendor claims or replacements.
• Root Cause Analysis: Analyze recurring defects, service complaints, warranty claims, and return patterns to identify root causes and drive corrective actions with vendors and internal teams.
• Service Escalation Management: Handle critical and escalated appliance service cases and ensure timely resolution with proper communication to rele

📌 NPD - Service Manager (Appliances) (Bengaluru)
🏢 The Indus Valley
📍 Bengaluru