Area Service Manager-Deputy Manager grade (West India)

Role & Responsibilities

Supervision of Service Partner Operations

• Ensure quality of customer service provided by service partners Regularly monitor and help improve service quality parameters like open calls, same day closures, escalations of each service partner
• Assist service partners in educating service engineers about the right attitude for handling customer interactions
• Validate replacement calls and initiate the process from service end o Assist service partners in stock management for spare parts

Defect Management and Trade

• Maintain trade partner satisfaction by providing timely resolution in case of

defective products at the shop floor

• Provide swift response to escalated customer issues raised by trade partners o Perform periodic stock checks at trade partner godowns and minimise stock defects and repair costs

Training of Service Engineers

• Provide engineering solutions to issues faced by Service Engineers o Guide the service engineers to excel in soft skills and customer interaction Provide technical support to build expertise in specific product repairs and new products

Sales and revenue

• Promote sales of accessories, water products, spare parts and stabilisers
• Interface with service quality team and service partners to communicate targets and incentive schemes

Preferred candidate profile

5+ years of relevant experience as an Area Service Manager preferably in Consumer Electronics and Appliances industry.