Service Incharge

Role & responsibilities

• Support the business operations through an optimum after sales service network (backbone of the sales function) in the location and partner with the sales staff across business line and distributions channels.

• Maintain NPS of the location and constantly explore innovative measures to enhance the score of the location.

• Effective management of service operations through ASCs as per the defined SOPs in order to enhance the customer satisfaction.

END

MAJOR

Service Resolution:-

- Call resolution within the agreed SLAs at the location level

- Ensuring complete resolution of the critical complaints with regards to the functioning of the product

- Visiting the local / up-country dealer locations and understanding their issues with regards to the service delivery

- Monitoring the Technicians performance and ensuring they are updated on

the various products through timely trainings and refreshers.

Authorized Service Centers / Third Party Resource Management:-

- Monitoring the authorized service centers and ensuring that all the service related issues are resolved within the agreed timelines and SLAs

- Ensuring the service centers have adequate supply of spares and are always equipped to resolve the customer queries

Timely payments for the services rendered to the Authorized Service Centers

MIS & Reporting:-

- Timely reporting the status on agreed parameters / SLAs to the RM

- Ensuring complete root-cause analysis and solutioning to the recurring problems / customer complaints

- Giving feedback about the various products being serviced and suggesting

action plans in case of repeat product issues / failures.

Operational Efficiency Improvement:-

Manage internal and external relationships with the Service Centers, Trade,

Customers, PICs and FLSPs and ensuring their issues are resolved on priority.

Preferred candidate profile

a. B.E/B.Tech/ Diploma or ITI(12+3) Is Compulsory

b.