Area Service Manager

Introduction: At Kohler Co.,we are a leading global manufacturer in the plumbing industry, known for our high-quality products, innovative designs, and commitment to customer satisfaction. We are currently seeking a highly motivated and experienced individual to join our team as an Area Service Manager.

A. Technical Service Operations

• Monitor and review Service Level Agreement (SLAs) such as Response TAT, Resolution TAT and Open calls with the field team, service partners as well as with the senior management.
• Build Kohler Authorized Service Partner (KASP) network and field force management according to the call volume and business needs.
• Drive Service Operations with Process Compliance and ensure organization’s processes and policies are adhered by KASP.
• Assist service partners in educating service technicians about the right attitude for handling customer interactions.
• Provide swift response to escalated customer issues.
• Analyzing the reasons for delay in servicing for better control and taking timely actions to correct the situation if required.
• Provide inputs to Business, KASP field Service operations, training, and quality team as applicable.

B. Spares Management and Warranties

• Perform periodic stock checks at Service Partner store and maintain the necessary inventory based on consumption trend analysis.
• Forecast and indent through demand planning for the spares and participate in the S and OP process of modulating demand, establish reorder levels and safety stocks.
• Coordination with supply chain team for Spare Parts availability in case of high lead times
• Play a key role in evaluating Warranty claims received from the field team and initiate the replacement process as per the policy.
• Periodically update the senior management on the quality and performance of Kohler products.

C. Service Revenue

• Promote sales of genuine accessories, spare parts, and value-added products to the customers.
• Promote Preventive maintenance contract to new customers & ensure the renewal of existing maintenance contracts.

D. Business Support

• Market visit for meeting & providing technical support to Trade partners and customers such as Architect, Builder, MEP & Plumbers.
• Train and maintain the data base of Kohler trained plumbers/plumbing contractors in Kohler India represented areas.
• Execute Service camps at project accounts to build the confidence on Kohler product performance and ensure to avoid workmanship errors while installation at ongoing sites.

Skills and Proficiencies Expected

• Sound knowledge of the basic customer service management principles.
• Expert in Service partner management and people handling skills.
• Comfortable in dealing with people with different backgrounds and responsibilities.
• Must possess an engineering bent of mind in discerning the problem and arriving at solutions. High process orientation and engineering proficiency.
• Agile to understand changes and have creative thinking to achieve the goal.
• SKU management, detailing and good analytical ability.

• Data interpretation skills and good written and verbal communication skills.