Field Service Manager - Tirupati

As a candidate for this role, you should be well versed in the geography of the assigned region. Your responsibilities will include overseeing and managing the daily operations of service centers within the assigned network. It is crucial to ensure that high standards are set and maintained in relation to customer service. You will be expected to monitor and improve service delivery efficiency and effectiveness, ensuring that all service centers adhere to the process notes and service policy laid out by Xiaomi. Addressing and resolving escalated customer complaints and issues promptly is essential, along with implementing strategies to enhance customer satisfaction and loyalty. Monitoring NPS feedback and working on service improvement initiatives will be part of your routine. You will also be responsible for the cleanliness, infrastructure issues, and hygiene of the service centers. Performing timely audits on the assigned network and initiating appropriate corrective actions are vital tasks. Tracking and analyzing key performance indicators (KPIs) of all service centers in the assigned network, conducting regular performance reviews with service centers/partners, and visiting trade/distributors and ASC regularly as per PJP are key responsibilities. Ensuring that ASC visits key dealers and resolves service-related requirements is crucial. Maintaining trade satisfaction levels and initiating corrective measures based on feedback, acting as a supporting hand to service centers for all operational issues, and identifying quality-related issues from the field to report them immediately to management are essential duties. Additionally, identifying and implementing manpower in TV centers for smooth handling of call loads during festival seasons is a part of this role.,