Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Role: We are seeking a candidate with 5 years or more of field services management experience in Consumer Durables/ FMCG Industry preferably with core experience in handling Franchisee service centres in a Service delivery role. He should be capable of leading the Franchisee partners under that Branch. The role will have to do daily monitoring of Service partners pending job management, Parts availability, Audit of service Franchisees & monitoring of service related data in the companys service software. Monitor and allocate the service supervisors daily service activity. The role will encompass managing the customer escalations in his territory, parts/ sets distribution & logistics, Repair centres management & Technical Support. The role is also responsible for Service cost control, Customer SLAs adherence, Customer Satisfaction & service network upgrade and expansion. People management and Cost optimization are critical to this function. Responsibilities will, amongst other things, include: ASC Monthly warranty payment monitoring and submission to HO & Commercial. Periodic visits to Service partners for Audit of process adherence, Education on process changes, new product information etc. Management of customer issues and provide timely responses to customer feedback. Ability to work with multiple stakeholders and Third parties. Strong analytical and problem solving abilities. Direct Interaction with customers. Manpower availability as per workload and allocate the resource for an effective service delivery. Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards. Proactively monitor & maintain optimum inventory level and distribution of spare parts. Improve service channel staffs technical & customer handling skills through continuous education.
TTK Prestige
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