Area Service Manager

Job Title: Area Service Manager – North Region (Electronics Items)

Department: Service Operations
Reporting To: Regional Service Head / National Service Manager
Region Covered: Punjab/ H.P/ J&K
Employment Type: Full-time

Job Summary

The Area Service Manager – North Region is responsible for managing after-sales service operations for electronic products across the assigned northern territory. The role focuses on delivering high-quality service support, ensuring customer satisfaction, managing service teams and partners, and driving operational excellence in line with company standards.

Key ResponsibilitiesRegional Service Operations

• Manage end-to-end service operations for electronic items across the North region.
• Ensure timely installation, maintenance, and repair services in line with defined SLAs.
• Monitor service performance metrics and take corrective actions where required.
• Implement and enforce company service policies and SOPs across the region.

Team Leadership & Development

• Lead and manage area service engineers, supervisors, and service coordinators.
• Conduct training programs to upgrade technical and soft skills of service staff.
• Set performance targets and review individual and team performance regularly.

Authorized Service Center (ASC) Management

• Appoint, manage, and audit authorized service centers and service partners.
• Ensure ASCs comply with quality standards, safety norms, and brand guidelines.
• Review partner performance and drive continuous improvement.

Customer Experience Management

• Handle escalated customer complaints and ensure timely resolution.
• Drive improvements in customer satisfaction (CSAT/NPS) across the North region.
• Work closely with sales and customer care teams to improve service experience.

Spare Parts & Cost Control

• Coordinate with supply chain teams to ensure availability of spare parts.
• Monitor regional spare consumption, warranty claims, and service costs.
• Reduce repeat repairs and improve first-time-fix rates.

Reporting & Analysis

• Prepare and submit daily, weekly, and monthly service performance reports.
• Analyze regional service data to identify trends, gaps, and improvement opportunities.
• Provide actionable insights to management for process and product improvements.

Compliance & Safety

• Ensure compliance with statutory requirements, safety standards, and company policies.
• Maintain proper documentation and readiness for audits.

Qualifications & ExperienceEducation

• Diploma or Bachelor’s degree in Electronics / Electrical / Mechanical Engineering or related field.

Experience

• 6–10 years of experience in after-sales service for electronic products.
• Minimum 3–4 years in a regional or area service management role.
• Experience managing service operations across multiple cities/states in North India preferred.

Skills & Competencies

• Strong technical knowledge of electronic products and systems.
• Proven leadership and people management skills.
• Excellent communication, coordination, and problem-solving abilities.
• Strong customer-centric approach.
• Proficiency in MS Office and service management systems.
• Willingness to travel extensively within the North region.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT / NPS)
• Service Turnaround Time (TAT)
• First-Time-Fix (FTF) rate
• Warranty cost and spare part utilization
• Authorized Service Center performance

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person