Regional Service Manager- North

Job Title:

Location:

Company:

Position Overview:

The Regional Service Manager is responsible for overseeing service operations in the designated region, ensuring high levels of customer and trade satisfaction. This role involves coaching and motivating the service team and Independent Service Partners (ISPs) to achieve performance targets, implementing improvement action plans, and maintaining service infrastructure aligned with sales objectives.

Key Responsibilities:

1. Service Operations Management:

• Oversee service operations within the region to achieve customer satisfaction and trade success.
• Conduct regular reviews on key result areas, motivating and coaching the service team and ISPs to meet performance standards.

1. Performance Improvement:

• Identify performance gaps within the team and facilitate the creation of improvement action plans.
• Equip the service team and partners with product knowledge and behavioral training to enhance competencies.

1. Service Infrastructure Development:

• Finalize and maintain adequate service infrastructure, both owned and outsourced, in alignment with the sales plan.
• Evaluate and recruit qualified candidates and ISPs for defined roles and territories.

1. Data Analysis and Direction:

• Analyze service data to provide insights and directions to the service team regarding spare part planning and productivity improvement.
• Monitor spare inventory levels, Minimum Stock Levels (MSL), and availability.

1. Target Deployment and Revenue Achievement:

• Set and deploy service and revenue targets to ISPs and technicians.
• Communicate and implement revenue and service schemes from the Head Office (HO) to ensure achievement of goals.

1. Policy Compliance and Audit:

• Ensure adherence to policies and processes in line with guidelines and the internal control system by conducting trend analysis and audits, implementing corrective measures as necessary.

1. Cross-Functional Liaison:

• Coordinate with HO functions and factory teams for quality feedback, market insights, compliance, safety, and to facilitate customer and dealer visits.

1. Customer Feedback Management:

• Analyze root causes of Net Promoter Score (NPS) feedback, escalations, and legal complaints, providing necessary information to the legal and customer service HO teams, and implementing corrective actions.

1. Key Service Delivery Metrics:

• Ensure adherence to key parameters of service delivery, including wait time, downtime, first-time fix rates, and NPS standards.
• Monitor open calls, ensuring timely resolution for customers.

1. System Management and Quality Control:

• Oversee timely system updates and ensure the quality of data captured.
• Provide product quality feedback using the EFSB method and manage the dispatch of identified defective spare parts to the factory for analysis.

1. Dealer Relations and Satisfaction Monitoring:

• Conduct periodic dealer visits to promote service business and monitor satisfaction trends.

1. Inventory Management:

• Assist in the grading and scrapping of finished goods and spare parts according to established norms.
• Collaborate with the system team to update area mapping and technician statuses, as well as track RIS usage.

1. Accounts Receivable Oversight:

• Ensure timely management of receivable aging related to ISP outstanding amounts, consignment spare parts, and standby appliances.

Qualifications:

• Bachelor's degree in Engineering, Business Administration, or a related field.
• 15+ years of experience in service management, preferably in the consumer goods industry.
• Strong analytical, leadership, and communication skills.
• Proficient in performance metrics analysis and service delivery strategies.
• Knowledge of customer service principles and practices.

Why Join Us?

• Opportunity to make a significant impact in the service department of a leading company.
• Work with a dynamic team focused on innovation and excellence in service delivery.
• Competitive salary and benefits package.

If you are committed to driving service excellence and customer satisfaction in a fast-paced environment, we'd love to hear from you!