Regional Service Manager - North (Delhi, U.P, Uttarakhand)

Operations

• Managing all service operations for region through Direct Team and Service Franchisee, ensuring customer satisfaction and business retention.
• Ensuring that operations at the service points match the company's standards.
• Ensure the timely completion of customer complaints as per defined TAT to build a trusted brand in market with higher customer satisfaction.

Training & Development

• Conduct training for service engineers and keep them updated with new products, technologies, SLAs, processes, policies, and softer skills of customer service.
• Conduct workshops for Service partner & SF Engineers and mechanics to create awareness about our service models and how to resolve first-hand complaints.

Warranty and Replacement

• Resolving product related warranty and replacement issues with sales team and partners
• Reduce and control of warranty and replacement cost with better monitoring and coordination with Sales and Services team.
• Proper stock management to cater replacement related issues within defined TAT and improve the customer satisfaction.
• Control monitoring on replacement and warranty and ensure that it should be as per AOP budget.

Process designing and Improvement

• Manage the P&L of service organization in respective region.
• Define the complete processes and policies of service with fixed SLAs and escalation matrix for excellent customer services and cost optimization.
• Maintaining technical infrastructure to distributor end and ensure proper functioning to reduce escalations and improve the TAT of services.
• Give the feedback of product failure report to Central team and take review on the product for taking corrective action at plant.
• Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level and quality standard.
• Design automated process of reporting which can provide faster and accurate report generation and keep better control on service engineers performance