Service Tracking Lead

Company Description

Hisense is a global technology leader in manufacturing premium televisions and has a 51-year track record of providing high-quality products. With a strong focus on innovation and research and development, Hisense is one of the world's leading television manufacturers and a prominent TV brand in countries like Australia, USA, Japan, Mexico, and South Africa. The company has a global presence in over 160 countries and 14 manufacturing facilities worldwide. Hisense is dedicated to continuous innovation, investing 5% of its revenue back into its 18 R&D hubs across the globe.

Role Description

Service Tracking Lead will provide critical support to the Operations Manager by coordinating the end-to-end tracking of critical service orders. The primary focus is on proactive communication, data management, and escalation to prevent SLA breaches, ensuring clear visibility and timely resolution of all pending cases.

Key Responsibilities:

1. Service Tracking & Communication Coordination:

• Monitor daily work orders at risk of breaching SLAs (>3-day Installation, >7-day Repair, >21-day Exchange) using real-time dashboards.
• Act as the primary point for 

  structured email communication

   with resQ field managers (SM/BSM/RSM) to drive resolution of at-risk service orders.
• Systematically collect, organize, and track responses from the field in a central tracker for clear visibility.
• Flag and escalate unresolved cases to the Operations Manager as per defined protocols.

2. Operational & Reporting Support:

• Assist the Operations Manager by preparing data for daily huddles with the Tracking & Communication Specialists team.
• Support in the creation and distribution of comprehensive 

  daily, weekly, and monthly operational reports

  .
• Compile data and prepare presentation decks for management and business review meetings.
• Validate labour and spare part claims in the Hisense CRM system for accuracy.

3. Process Execution:

• Execute the standard operating procedures for escalation within 1 hour of identifying an SLA violation risk.
• Support the team by documenting and tracking customer ETAs negotiated by Communication Specialists.

Key Performance Indicators (KPIs):

• 95% of identified at-risk orders

   are resolved before an SLA breach.

• 100% adherence

   to daily communication and escalation protocols.
• Accuracy and timeliness of all trackers and management reports.
• Support in achieving the team's target of a 

  30% reduction in >15-day pending orders

  .

Qualifications & Experience:

• Experience:

   5-7 years of experience in a coordination, tracking, or customer service role, preferably in the appliance, electronics, or service industry.

Skills & Competencies:

Technical Skills:

• Strong Excel Skills:

   Proficiency in MS Excel (VBA, Macro, Pivot Tables, Charts, Automation is a Plus) for data analysis and maintaining trackers.

• CRM Knowledge:

   Experience with or ability to quickly learn CRM systems for order tracking and claim validation.

• Dashboard Monitoring:

   Ability to work with and interpret data from real-time dashboards.

Professional Skills:

• Excellent Email Communication:

   Exceptional ability to draft professional, clear, and action-oriented emails for coordination and follow-up.

• Data Management:

   Meticulous attention to detail in organizing data, maintaining trackers, and preparing reports.

• Process-Oriented:

   Strong ability to follow and execute defined processes and escalation matrices.

Soft Skills:

• Strong coordination and follow-up skills.
• Proactive and able to work effectively in a support role.
• Good problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively.

Languages:

• Fluent in English and Hindi (both verbal and written).
• Knowledge of one additional regional language is a plus.