Regional Tech Support Executive

Job Description

Job Requirements Job Description: Regional Tech Support Officer (W&W) Job Details: To manage seamless service support thru’ the existing service network connecting all stakeholders – customers, associates, retail channels delivering the service KPIs, support the associates to achieve the service KPIs fulfilling the technical training need and need for parts & accessories, influence sale of parts & accessories through strong connect with associates & internal retail team. Thus, ensure timely customer complaint resolution promise met up upholding the Titan promise of quality and customer delight. After sales support: Technical Support: After sales service 1. Setup service centre - discuss and coordinate with IRSG for layout and establishing Equipment supply 2. Identification Training needs and of new skills – All technical manpower under region 3. Ensuring the supply of equipment 4. Coordinate with the regional teams in organizing exhibitions for dealer/ distributors for showcasing newly developed straps 5. To ensure Quick and Quality Service across region 6. Manage operations of the service centres by ensuring the availability of spare parts, handling technical issues, handling spurious parts, manger customer escalations, manpower availability etc. 7. Interview potential candidates and select them based on defined selection criteria 8. Develop on boarding plan for the selected technicians 9. Develop in-house capability for servicing new technologies like smart watches etc. 10. Conduct organization wide recognition program like impressions for the customer service function for all the customer facing roles 11. Coordinate with the regional teams in organizing exhibitions for dealer/ distributors for showcasing newly developed straps 12. Support the regional teams in addressing queries related to spurious parts/ products 13. Conduct stock audit and commercial compliance on periodic basis 14. Monitoring the GPRC/WRA/WDC/PRP process- 15. Drive operational excellence and workplace discipline across all the service centres 16. Identify requirement in the store for technicians against attrition/ new stores for all EBO/ authorised service centres 17. Conduct periodic pre-sales audits on the stocks available in the stores and with distributors to ensure defect-free sales to the customers Work Experience Education: Graduate in Science, Commerce, business admin etc or equal ant Relevant Experience: Experience with any consumer durable company sales / service Behavioral Skills Customer orientation People management Ambiguity tolerance Knowledge Business acumen Vendor management Knowledge of watch industries