Service Manager - Lighting

Role & responsibilities

• Support the business operations through an optimum after sales service network (backbone of the sales function) in the location and partner with the sales staff across business line and distributions channels.
• Maintain NPS of the location and constantly explore innovative measures to enhance the score of the location.
• Effective management of service operations through ASCs as per the defined SOPs in order to enhance the customer satisfaction.

END RESULTS

MAJOR ACTIVITIES

Business Support

• Implement systems & processes and ensure the prompt compliant resolution for better customer & dealer satisfaction index.
• Ensure that all service calls are attended, and deliverables are completed within defined TAT
• Review the defective returns by channel partners and suggest corrective actions
• Act as one stop solution point to sales team & dealers in resolving their service issues

ASCs Management

• Ensure ASCs are equipped with full product and technical training to handle and resolve the raised service complaints
• Monitor the performance of the ASCs regularly and take corrective actions wherever required
• Monitor the minimum stock level (MSL) of spares at the ASCs end and place indent on the same based on sales trend and seasonality
• Identify potential ASCs based on infrastructure, capital investment and market feedback
• Engage the ASCs in the business through frequent PIC and SAH visits

Spare Parts Management

• Execution of spare sales plan to ASCs and ensure that they achieve their sales targets
• Accurate forecasting of Spare parts basis on weather and last year sales trends
• Track and control the spare consumption at location level for optimum utilization
• Control & manage the defectives v/s replacement ratios
• Review the pending consignment process and ensure its settlement on time

Operational Efficiency Improvement

• Ensure Implementation of companys policies/process/procedures in all service operations at location level
• Play an instrumental role in reducing the operational cost through optimization of the resources
• Manage the CEO desk escalation and immediate resolution
• Follow up on escalations mails & revert to HO/ Usha Care/ Customer / Sales accordingly

Preferred candidate profile

a. B.tech/M.tech, Diploma or ITI

b. Relevant Experience: 6 to 20 years with relevant experience in Service Operations in Utility Lighting / Decorative Lighting / Architectural Lighting.