Infinti Retail (Croma)- Area Service Incharge -Own brand

Skills & Experience Required

The incumbent is required to have:

• Minimum 5 years of exp.
• Good Communication Skills
• Graduate

Key Responsibilities

a. Mentor the Authorized Service Provider (ASP)

b. Service network Responsibility

a. Strategically implement and sustain a Service Franchisee network

b. Ensure the ROI of the Service Franchisee to ensure sustainability

c. Customer Satisfaction Parameters

a. TAT for Installation / Demo and Break Down calls

b. Customer Satisfaction Parameters

c. NPS Score

d. Identify process gaps and drive CAPA

d. Financial (PnL Management for the assigned territory)

a. Spares Management

i. Within Warranty Per call revenue to be kept in check

ii. Out of warranty spares revenue to be to increase

b. Service Provider Outstanding clearance

c. Royalty management with the Service Franchisee

d. FG Refund management

i. Large Products

ii. Small Products

e. Job Rate to Service Provider

e. Process and Audits

a. TATA Croma Value and OL Service Process adherence by the Service Providers

b. Participate in the Audits at regular intervals and implement corrective actions

f. Training and Development

a. New Product training

b. Customer Service Skill

c. Technical refreshers

d. Process refreshers

g. Team Motivation