Area Service Manager

Job Title: Area Service Manager

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Company Overview

Wobble

With a strong emphasis on ‘Make in India’, Indkal manufactures over 70% of its product range locally, aiming for 90% localization by the end of 2024. The product portfolio includes Smart TVs, Air Conditioners, Washing Machines, Smartphones (launching 2025), and TWS Audio Products.

Indkal is currently present in 12,000+ retail stores across India and is on an aggressive growth path, aiming to become one of the leading players in Indian consumer electronics.

Key Responsibilities

Service Operations Management

• Manage end-to-end service operations for the assigned area, ensuring timely and quality service delivery.
• Monitor and improve service KPIs such as TAT, FTR, NPS, and customer satisfaction scores.
• Ensure adherence to service processes, warranty guidelines, and company standards.

Service Partner & ASC (Authorized Service Center) Management

• Appoint, onboard, and manage Authorized Service Centers in the region.
• Train and support service partners, technicians, and field teams regularly.
• Conduct periodic audits of ASCs to ensure process compliance and performance effectiveness.

Customer Support & Escalation Handling

• Act as the point of contact for escalated customer complaints in the region.
• Coordinate with internal teams (Quality, R&D, Logistics, Sales) to resolve issues quickly.
• Ensure proactive follow-up to maintain high customer satisfaction.

Spare Parts & Inventory Control

• Ensure availability and timely supply of spare parts in the region.
• Monitor parts consumption, leakage, and cost optimizations.
• Maintain accurate inventory levels in coordination with the central spares team.

Field Team Leadership

• Lead and guide field service engineers, technicians, and ASC teams.
• Plan manpower deployment to meet service requirements efficiently.
• Conduct periodic training on product knowledge and service processes.

Quality Feedback & Market Insights

• Gather product performance feedback from the field and provide data-based insights to Quality and R&D teams.
• Identify recurring issues and drive corrective actions with cross-functional teams.

Reporting & Compliance

• Provide timely reports covering service performance, KPIs, escalations, and ASC performance.
• Ensure compliance with company policies, safety standards, and documentation practices.

Requirements

• Bachelor's degree in engineering (EEE/ECE/Mechanical) or a related technical field.
• 6–10 years of experience in Service/After-Sales management within Consumer Electronics or Home Appliances.
• Strong understanding of service operations, warranty management, and ASC management.
• Ability to lead and motivate field teams and service partners.
• Excellent communication, customer-handling, and problem-solving skills.
• Proficiency in service MIS tools, reporting, and process management.
• Willingness to travel extensively within assigned regions.