Role & responsibilities

- We are seeking a candidate with 8 years or more of field services management experience in Consumer Durables/ FMCG Industry preferably with core experience in handling a large service center in a Service delivery role. He should be capable of leading the services team & the Franchisee partners under that Branch.
- The role will have to do daily monitoring of Service partners pending job management, Parts availability, Home service technician allocation monitoring & documentation of the service related activities in the companys service software and records maintenance.
- Monitor and allocate the service supervisors daily service activity.
- The role will encompass managing customer walk-ins at ASC, break-fix solutions, service operations, parts/ sets distribution & logistics, Repair centers management, Technical Support, Customer Relationship and manage Third Party Vendors.
- The role is also responsible for Service cost control, Customer SLAs adherence, Customer Satisfaction & service network upgrade and expansion. People management and Cost optimization are critical to this function.
- ASC Monthly warranty payment monitoring and submission to HO & Commercial.
- Periodic visits to Service partners for Audit of process adherence, Education on process changes, current product information etc.




- Management of customer issues and provide timely responses to customer feedback.
- Ability to work with multiple stakeholders and Third parties.
- Strong analytical and problem solving abilities.
- Direct Interaction with customers.
- Manpower availability as per workload and allocate the resource for an effective service delivery.
- Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards.
- Proactively monitor & maintain optimum inventory level and distribution of spare parts.
- Improve service channel staffs technical & customer handling skills through continuous education.

Preferred candidate profile

- Good experience in customer support & service delivery roles.
- Agile and customer centric.

Role: Service Manager, Industry Type: Consumer Electronics & Appliances, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: After Sales Service & Repair Education UG: B.Tech / B.E. in Any Specialization Key Skills Skills highlighted with ‘‘ are preferred keyskills Service Operations AftersalesAfter Sales SupportCustomer SatisfactionCustomer Satisfaction Index

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