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Whirlpool
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Area Service Manager - Kolkata

Area Service Manager - Kolkata

Whirlpool

6 - 10 years

10 - 13 Lacs

kolkata

Posted:1 month ago| Platform:

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Skills Required

area service customer service aftersales field service service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Supervision of Service Partner Operations

Ensure quality of customer service provided by service partners Regularly monitor and help improve service quality parameters like open calls, same day closures, escalations of each service partner
Assist service partners in educating service engineers about the right attitude for handling customer interactions
Validate replacement calls and initiate the process from service end o Assist service partners in stock management for spare parts

Defect Management and Trade

Maintain trade partner satisfaction by providing timely resolution in case of defective products at the shop floor
Provide swift response to escalated customer issues raised by trade partners o Perform periodic stock checks at trade partner godowns and minimise stock defects and repair costs

Training of Service Engineers

Provide engineering solutions to issues faced by Service Engineers o Guide the service engineers to excel in soft skills and customer interaction Provide technical support to build expertise in specific product repairs and new products

Sales and Revenue

Promote sales of accessories, water products, spare parts and stabilisers to the service partners
Interface with service quality team and service partners to communicate targets and incentive scheme

Preferred candidate profile

5+ years of relevant experience into Field Service/Area Service/After Sales operations

Awareness about Kolkata region and nearby territories

Industry Preference: Consumer Electronics & Home Appliances / D2H / Telecom

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