Area Service Manager

As an Area Service Manager at Kohler Co., you will play a crucial role in overseeing Technical Service Operations, Spares Management and Warranties, Service Revenue, and Business Support. Your responsibilities will include: - Monitoring and reviewing Service Level Agreements (SLAs) with field team, service partners, and senior management to ensure Response TAT, Resolution TAT, and Open calls are met. - Building and managing the Kohler Authorized Service Partner (KASP) network based on call volume and business needs. - Driving Service Operations compliance with processes and policies, ensuring adherence by KASP. - Assisting service partners in educating technicians on customer interaction best practices. - Providing prompt responses to escalated customer issues and analyzing reasons for service delays for corrective actions. - Collaborating with various teams for spares management, forecasting demand, establishing reorder levels, and managing warranties efficiently. - Promoting sales of genuine accessories, spare parts, and value-added products, as well as preventive maintenance contracts. - Conducting market visits to support trade partners and customers, and organizing service camps at project accounts for product performance confidence. The skills and proficiencies expected from you include: - Solid understanding of customer service management principles. - Expertise in Service partner management and effective people handling. - Ability to engage with individuals of diverse backgrounds and responsibilities. - Strong engineering acumen for problem-solving and process orientation. - Agility in adapting to changes with a creative approach to goal achievement. - Proficiency in SKU management, data interpretation, and excellent written and verbal communication skills.,