Branch Service Manager

Role & responsibilities

Monitor SLA & open calls to deliver high level service to customers.

• Handle customer queries, issues, provide support and resolves customer problems/Issues.
• Be Single Point of Contact or escalations point for any service issue for the branch.
• Validate & Initiate replacement as per approval matrix for the branch.
• Responsible for operational excellence, customer service and administration for the Branch
• Identify and implement initiatives for enhanced customer delivery, higher productivity, reduced

TATs and cost management

• Provide people leadership to direct reports assist the service Head in expanding the team helping with the reporting work.
• Review & makes strategic decisions on solutions and improvements for branch.
• Proactively seek opportunities for process improvements through ongoing review of processes / methods of data collection and report preparation to create efficiencies and eliminate non-value added work
• Opportunities seeker to increase customer satisfaction and deepen client relationships
• Responsible for Inventory /Resource planning, fulfilling technical requirement and scarce resource utilization across the region
• Reconciliation of defective for CD/SDA/Electricals with distributors /Sales & NDC collection.
• Validate & approve TR for GT distributor /Dealer/Customer case in CRM.
• Follow-up for Pickup from D & L team post RSO creation.
• Coordination with FQS & RESQ to resolve escalated /Fire cases.