Job Title
Service Network & Technical Operations Manager
Job Description
Job title:
Service Network & Technical Operations Manager

Your role:
• Consumer Care & Service Network Management: Manage and strengthen the consumer care and authorized service network to ensure high-quality and timely service support.
Current Product Introduction (NPI) Training: Plan and conduct technical training for service centre teams on recent product launches, product features, repair procedures, and troubleshooting.
Spare Parts Management: Ensure availability and proper management of spare parts across service centres, including forecasting, inventory monitoring, and resolution of critical shortages.
Safety Case Management: Identify, monitor, investigate, and coordinate closure of product/service-related safety cases in accordance with company safety standards and escalation procedures.
Technical Product Knowledge: Develop and maintain solid technical knowledge of products, including functionality, installation, troubleshooting, repair, and common failure modes.




Service Centre Claim Management: Manage service centre claims related to warranty repairs, spare parts, labour, and other service activities. Ensure claims are accurately validated, processed, and resolved within defined timelines.
Service Quality Improvement: Monitor service performance and identify recurring technical issues, driving corrective and preventive actions with relevant teams.
Cross-functional Coordination: Coordinate with Product Development, Quality, Supply Chain, Sales, and Customer Care teams to resolve technical and service-related issues.
Performance Monitoring: Track key service network KPIs such as turnaround time, first-time fix rate, repeat complaints, claim closure, spare-parts availability, and customer satisfaction.
Service Network Capability Development: Assess service centre capability and implement improvement plans through technical training, process standardization, and regular perfor

📌 Service Network Gurugram (India)
🏢 Philips
📍 India