Lead Inventory-DTH-Bangalore

#BAL

Key Responsibilities:

Customer Satisfaction -

Ensure high levels ofcustomer satisfaction by meeting the company's agreed Turnaround Time (TAT) forservice delivery.

Enhance customerexperience by Repeat reduction

Manage and resolvecustomer complaints and escalations, ensuring a closed-loop process.

Drive adherence toTAT and manage high aging pendency cases.

Track Net PromoterScore (NPS) and implement corrective actions in coordination with circle teams.

Resource Management:

Collaborate with CFT & Field team to ensure adequate infra-availability at the pin code/partner level, based on forecasted service loads.

Oversee training andtooling of engineers and backend coordinators.

Ensure sufficientspare inventory is available at all touchpoints to meet Service Level Agreement(SLA) requirements.

Process Audit and Governance:

Establish a robustaudit mechanism to ensure adherence to processes across all touchpoints.

Implement stronggovernance measures to prevent revenue leakage.

Oversee the controlof in-warranty material consumption during service calls and ensure timelyreplenishment to partners.

Process Automation and policies toenhance operational efficiency.

This JD outlines the primary responsibilitiesand objectives for a Service Support Manager, emphasizing customer satisfaction, resource management, performance tracking, and process efficiency.