This role focuses on achieving CSAT targets, managing service operations, enhancing partner performance, and expanding service infrastructure. The ideal candidate will bring strong team leadership, customer handling expertise, and a proactive approach to continuous improvement and operational efficiency.
Role & Responsibilities
Service Operations & Customer Satisfaction
- Achieve CSAT and service delivery targets as per annual organizational goals.
- Resolve customer queries and complaints with effective problem-solving resources.
- Maintain smooth service delivery operations across the assigned region.
- Conduct regular visits to dealers, distributors, and customers to ensure service alignment.
Team & Partner Management
- Review team performance regularly and implement improvement actions.
- Lead and monitor ASP teams to ensure service efficiency and compliance.
- Conduct regular product and soft skill training for direct teams, ASPs, and DS partners.
- Manage dealer defectives in line with company policy and ensure timely claim settlements.
Infrastructure & Process Development
- Drive development of service infrastructure in emerging locations.
- Conduct ISO and ASP reviews and implement corrective actions.
- Monitor CRM systems to track service calls and ensure timely closures.
- Expand service coverage to ensure 100% reach across designated areas.
Reporting & Continuous Improvement
- Prepare monthly reports as per business requirements.
- Deliver yearly revenue targets aligned with budget plans.
- Provide regular quality feedback to support product and service improvements.
Qualifications & Experience
- Graduate in any discipline; technical background preferred.
- Minimum 58 years of experience in consumer durable service operations, including team and partner management.
Knowledge & Skills
- Solid team management and leadership skills.
- Excellent communication and presentation abilities.
- Proven customer handling expertise and service orientation.
- Proficiency in MS Office and CRM tools.
- Ability to drive operational excellence and cross-functional coordination.
📌 Area Service Manager (Bengaluru)
🏢 A O SMITH
📍 Bengaluru
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