Own service quality and SLA delivery across Bigfix GSPs nationwide repair center partner network - manage escalations, partner performance and repair turnaround. Bigfix GSP is Bigfixs repair center partner program, connecting 15,000+ multi-brand repair centers across 40+ cities with B2B insurance claims, OEM warranty orders and B2C consumer repair jobs for TVs, ACs, home appliances, mobiles and laptops.

The Service

Manager owns service delivery quality across this partner network - monitoring SLA and turnaround-time adherence, resolving partner and customer escalations, auditing repair-level (L1-L4) compliance, and working with partners to lift performance and revenue.

Responsibilities

- Monitor SLA and turnaround-time (TAT) adherence for B2B (insurance, OEM) and B2C repair orders across GSP partner centers.
- Own escalation management - resolve delayed jobs, quality complaints and payment or billing disputes between partners, customers and clients.
- Audit repair-level (L1-L4) compliance and job-card quality, including estimates, part usage, invoicing and closure documentation on the Bigfix Servicer platform.
- Conduct regular partner performance reviews and drive corrective action plans for underperforming centers.
- Coordinate with the Operations and onboarding teams on recent GSP partner activation, capability assessment and training.




- Track and report on order volume, TAT, first-time-fix rate and partner revenue growth across the network.
- Liaise with insurance, OEM and e-commerce clients on service-quality expectations and closure of high-priority or high-value cases.
- Identify recurring issues in the partner network and recommend process, training or platform improvements.

Requirements

- Bachelors degree in any discipline; engineering or technical background preferred.
- 3-6 years of experience in service delivery, service center operations, channel/partner management or after-sales service in consumer electronics, home appliances or a related industry.
- Strong understanding of repair workflows, SLA/TAT management and escalation handling.
- Comfortable working with data - tracking SLA, TAT and partner performance metrics in Excel/Google Sheets or a CRM/service platform.
- Excellent communication and negotiation skills to manage both repair center partners and enterprise clients.
- Willingness to travel occasionally to partner locations as needed.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Manager (Chennai)
🏢 Bigfix
📍 Chennai