Service Manager

Key Result Areas

1) Service Delivery and Customer Satisfaction for retail and project management

2) Cost Control

3) Revenue Generation and Working Capital Management

4) System and Infrastructure Development, training and Implementation

5) Compliance and overall coordination among the team.

The incumbent would be responsible for the following:

A. Service Delivery and Customer Satisfaction for retail and project management

1. Managing product / service installation for retail and projects and break fix as per First Visit Time and Call Closing Time norms
2. Implementing mechanism for objective feedback on product and service quality
3. Monitoring and reviewing service delivery quality and response patterns.
4. Monitoring performance of service parameter and take corrective action if required.
5. Ensuring customer satisfaction index is maintained at per threshold limit.
6. Ensuring effective and speedy resolution of problems/customer complaints

B. Cost Control

1. Ensuring effective implementation of the service plan and cost is under control.

C. Revenue Generation and Working Capital Management

1. Ensuring desired revenue target is met for the Branch.
2. Managing outstanding and stocks as per norms

D. System and Infrastructure Development, training and Implementation

1. Strengthening the service infrastructure by appointing
2. Authorized Service Providers (ASPs) and service contractors in the required location
3. Providing training to contractor, franchise, and wholesale dealer personnel
4. Ensuring desired Wholesale Dealer (WD) support is provides and WD Visit done by the team.

E. Compliance and overall coordination among the team

1. Ensuring compliance to statutory requirements
2. Co-ordination among the team and other departments at branches, viz. sales, commercial and finance, for smooth business operation.