Job DescriptionPosition Overview
nLead the end-to-end Laptop Service business for Croma across all channels, ensuring superior customer experience, service profitability, partner governance, operational excellence, and industry-leading service standards. The role will own service strategy, OEM engagements, repair ecosystem governance, customer escalations, spares management, process improvements, and business growth initiatives for the laptop category.
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nKey Responsibilities
n1. Service Strategy & Business Leadership
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- Define and execute the Laptop Service roadmap across Croma stores, online channels, and service partners.n
- Establish long-term service capability, repairability, and customer experience strategies.n
- Drive category-level service performance, customer satisfaction, and operational efficiency.n
- Develop annual operating plans, service budgets, and productivity targets.n

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n2. OEM & Brand Management
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- Act as the single-point owner for all Laptop OEM relationships.n
- Conduct quarterly business reviews with major brands.n




- Drive improvements in repair TAT, service quality, parts availability, and customer experience.n
- Negotiate service support frameworks, escalation mechanisms, and service-level commitments.n

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n3. Service Partner Governance
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- Lead governance of Authorized Service Centers, repair partners, logistics partners, and field support ecosystem.n
- Establish performance scorecards and SLA compliance reviews.n
- Drive corrective actions on service failures and recurring customer complaints.n
- Ensure consistent service delivery standards across geographies.n

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n4. Customer Experience & Escalation Management
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- Own resolution of critical customer escalations and VOC trends.n
- Monitor CSAT, DSAT, NPS, TAT, Repeat Repairs, and Complaint Aging.n
- Lead cross-functional war rooms for high-priority service issues.n
- Ensure customer-centric policies and service standards are consist

📌 Lead - Laptop Services (Raigarh)
🏢 Croma
📍 Raigarh