Regional Service Manager

We are looking for 2 Regional Service heads for Haryana & Karnataka Region with Base location in Noida and Bangalore respectively for our Kent RO Range of products for which JD is given below.

Position:

Number of Positions:

Region to be handled:

1. Haryana

2. Karnataka

Product:

Roles &

• Oversee the servicing of all 

  Kent RO Product range.

• Service Call Management:

   Monitor and manage daily aging service calls, ensuring resolution meets established SLAs and TATs across all Service Dealers and Authorized Service Points (ASPs) within the Karnataka Region.

• Team & Network Guidance:

   Guide and train Area Service Managers (ASMs), Service Dealers, and ASP teams on advanced product servicing, installation, uninstallation, and commissioning protocols.

• Training & Development:

   Support and train the entire service ecosystem (in-house teams, ASP staff, and channel partners) on technical servicing, customer handling, and new product procedures.

• Inventory Control:

   Plan, manage, and monitor the spare parts inventory (MSL) for all ASPs and Service Dealers to ensure optimal stock availability and minimize service delays.

• Cross-Functional Coordination:

   Coordinate with internal teams (such as Product Development, Quality Control, and Factory/R&D) regarding product defects, resolution strategies, and opportunities for product improvement.

• Market Collaboration:

   Collaborate with Sales and Marketing teams to gather service-related market feedback and assist in service-related market surveys or new product launches.

• Complaint Resolution:

   Manage and resolve escalated customer and dealer complaints efficiently, maintaining high Customer Satisfaction (CSAT) levels.

• Critical Support:

   Provide high-level support to ASMs and Service Dealers for critical complaint troubleshooting and complex technical escalations.

• Site Visits:

   Conduct strategic site visits across the Karnataka region for major, critical, or sensitive service issues, and for service quality audits.

• Process Improvement:

   Implement regional strategies and initiatives focused on improving service quality, operational efficiency, and enhancing service support to sales channels.

• MIS & KPI Monitoring:

   Maintain and rigorously monitor MIS reports for all key performance indicators (KPIs) related to service delivery, cost, and revenue.

• Resource Readiness:

   Ensure all ASPs and Service Dealers are fully equipped with the necessary diagnostic tools, testing equipment, and consumables for high-quality servicing.

  Required Qualifications:

• Experience:

   12+ years in after-sales service/operations, with significant experience in managing a multi-tiered service structure (e.g., dealers, franchisees, ASMs) in Consumer Durables or Water Purifier industries.

• Education:

   B.Tech/Diploma in Engineering (Electrical/Mechanical/Electronics) or equivalent.

• Skills:

   Strong leadership in a distributed service network, P&L/Commercial acumen, vendor/dealer management, and proficiency in ERP/CRM systems.