Service Manager

Key Result Areas:

1) Service delivery and Customer satisfaction.

2) Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management

3) Revenue Generation and working capital management.

4) IT Systems Usage and Training

5) Warehouse activities, viz. categorisation, spares stock control and compliance.

The incumbent would be responsible for the following:

A. Service delivery and Customer satisfaction.

1) Managing product / service installation and break fix as per First Visit Time (FVT) and Closure Visit

Time (CVT) norms by effective management of ASPs.

2) Ensuring effective and speedy resolution of problems / customer complaints.

3) Monitoring and reviewing service delivery quality and response patterns.

4) Working to improve Customer Satisfaction Index (CSI) and customer accolades.

B. Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management

1) Managing ASPs, their performance and availability of resources and infrastructure for effective

service delivery.

2) WD management for service to ensure requisite service to WD end customers.

3) Monitoring service activities of dealers to ensure a uniform service experience to customers

through dealer channel.

C. Revenue Generation and working capital management.

1) Achieving service revenue as per plan by planning and conducting revenue generation activities.

2) Managing outstanding as per norms.

D. IT Systems Usage and Training

1) Providing training to ASP and WD technician on all New products.

2) Providing training to ASP, contractor, franchise and WD personnel by conducting Tool Box Talks

and Accompanied Visits on products and soft-skills.

3) Provide Hands down training to branch, ASP and dealer personnel on IT Systems and digital apps

for effective utilisation of these tools.

4) Providing objective feedback on products.

E. Warehouse activities

1) Categorisation of product and maximum conversion to Finished Good (FG).

2) Timely categorisation of defective stock and subsequent repair of D3 /DF3 stock in a timebound

manner.

3) Tracking warehouse spares stock for optimum level, effective utilisation and reduction.

4) Ensuring compliance to statutory requirements.

Requisite Qualifications:

Degree/Diploma in Engineering

Special Skills Required

- Result Orientation with Execution Excellence

- Customer centricity

- People Management