Area Service Manager

Job Description

Company Overview - Indkal Technologies is a fast-growing Indian consumer electronics and home appliances company, founded in 2020 and headquartered in Bengaluru. The company operates under global trademark licensing agreements for brands such as Acer, Black & Decker, Perel and has also introduced its in-house brand Wobble. - With a strong emphasis on 'Make in India', the company manufactures over 70% of its product range locally and aims for 90% localization by end of 2024. Indkal's diverse product portfolio includes Smart TVs, Air Conditioners, Washing Machines, Smartphones (launched May 2025), and TWS Audio Products. - Indkal is currently present in 12,000+ retail stores across India and is on a path of aggressive growth, aiming to become one of the leading players in the Indian consumer electronics space Job Summary: We are seeking a proactive and customer-focused Area Service Manager to oversee service operations within an assigned geographic area. The ideal candidate will be responsible for ensuring high-quality after-sales service, managing service partners and technicians, reducing turnaround time (TAT), and enhancing customer satisfaction for our range of consumer electronics products. Key Responsibilities: Manage day-to-day service operations across the assigned area for products such as TVs, home appliances, air conditioners, and other electronics. Develop and manage third-party service centers (ASCs), ensuring adherence to company standards and KPIs. Monitor and improve key service metrics like First Time Fix Rate (FTFR), Turnaround Time (TAT), Repeat Calls, and Customer Satisfaction Index (CSI). Conduct regular audits and training programs for service partners and technicians to maintain service quality. Address and resolve escalated customer complaints with empathy and urgency. Ensure availability and proper management of spare parts at service centers. Analyze service trends and provide actionable insights to improve service delivery. Support new product launches from a service-readiness perspective. Collaborate with cross-functional teams such as sales, logistics, and product teams to improve the customer experience. Qualifications & Experience: Bachelor’s degree in Engineering or any relevant field 4–8 years of experience in after-sales/service management, preferably in consumer electronics or appliances. Proven experience in managing multiple service centers and field teams. Strong knowledge of warranty policies, service operations, and customer service metrics. Skills Required: Excellent interpersonal and communication skills. Strong analytical and problem-solving abilities. Proficiency in MS Office (especially Excel and PowerPoint). Ability to manage multiple stakeholders and drive performance in a matrix structure. Customer-centric mindset with a passion for service excellence. Job Type: Full-time Pay: ₹500,000.00 - ₹800,000.00 per year Benefits: Commuter assistance Health insurance Leave encashment Paid sick time Paid time off Provident Fund Schedule: Day shift Work Location: Remote