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Kohler
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Regional Service Manager-South

Regional Service Manager-South

Kohler

10 - 12 years

25 - 30 Lacs

Bengaluru

Posted:2 months ago| Platform:

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Skills Required

Supply chain Service level Claims Demand planning Process orientation Analytical Trend analysis Agile Technical support Service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Title: Job Description - Regional Service Manager at Kohler Co.

Introduction:

At Kohler Co., we are a leading global manufacturer in the plumbing industry, known for our high-quality products, innovative designs, and commitment to customer satisfaction. We are currently seeking a highly motivated and experienced individual to join our team as a Regional Service Manager.

A. Technical Service Operations

Monitor and review Service Level Agreement (SLAs) such as Response TAT, Resolution TAT and Open calls with the field team, service partners as well as with the senior management.
Build Kohler Authorized Service Partner (KASP) network and field force management according to the call volume and business needs.
Drive Service Operations with Process Compliance and ensure organization s processes and policies are adhered by KASP.
Assist service partners in educating service technicians about the right attitude for handling customer interactions.
Provide swift response to escalated customer issues.
Analyzing the reasons for delay in servicing for better control and taking timely actions to correct the situation if required.
Provide inputs to Business, KASP field Service operations, training, and quality team as applicable.

B. Spares Management and Warranties

Perform periodic stock checks at Service Partner store and maintain the necessary inventory based on consumption trend analysis.
Forecast and indent through demand planning for the spares and participate in the S and OP process of modulating demand, establish reorder levels and safety stocks.
Coordination with supply chain team for Spare Parts availability in case of high lead times
Play a key role in evaluating Warranty claims received from the field team and initiate the replacement process as per the policy.
Periodically update the senior management on the quality and performance of Kohler products.

C. Service Revenue

Promote sales of genuine accessories, spare parts, and value-added products to the customers.
Promote Preventive maintenance contract to new customers & ensure the renewal of existing maintenance contracts.

D. Business Support

Market visit for meeting & providing technical support to Trade partners and customers such as Architect, Builder, MEP & Plumbers.
Train and maintain the data base of Kohler trained plumbers/plumbing contractors in Kohler India represented areas.
Execute Service camps at project accounts to build the confidence on Kohler product performance and ensure to avoid workmanship errors while installation at ongoing sites.

Skills and Proficiencies Expected

Sound knowledge of the basic customer service management principles.
Expert in Service partner management and people handling skills.
Comfortable in dealing with people with different backgrounds and responsibilities.
Must possess an engineering bent of mind in discerning the problem and arriving at solutions. High process orientation and engineering proficiency.
Agile to understand changes and have creative thinking to achieve the goal.
SKU management, detailing and good analytical ability.

Data interpretation skills and good written and verbal communication skills.

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