Area Service Manager

As an Area Service Manager at Indkal Technologies, you will play a crucial role in overseeing service operations within your assigned geographic area for a range of consumer electronics products. Your proactive and customer-focused approach will be essential in ensuring high-quality after-sales service, managing service partners and technicians, and enhancing customer satisfaction. **Key Responsibilities:** - Manage day-to-day service operations for products like TVs, home appliances, air conditioners, and other electronics in your assigned area. - Develop and oversee third-party service centers (ASCs) to ensure compliance with company standards and KPIs. - Monitor and enhance key service metrics including 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 uphold service quality. - Handle escalated customer complaints with empathy and urgency to ensure resolution. - Ensure proper availability and management of spare parts at service centers. - Analyze service trends to provide actionable insights for service delivery improvement. - Support new product launches from a service-readiness perspective. - Collaborate with cross-functional teams such as sales, logistics, and product teams to enhance the overall customer experience. **Qualifications & Experience:** - Bachelor's degree in Engineering or a related field. - 4-8 years of experience in after-sales/service management, preferably in consumer electronics or appliances. - Proven track record in managing multiple service centers and field teams. - Strong understanding 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 dedication to service excellence. In this full-time role, you will benefit from commuter assistance, health insurance, leave encashment, paid sick time, paid time off, and Provident Fund. The work schedule is during day shift hours with a remote work location.,