Job Purpose:
The Area Service Incharge will be responsible for managing end-to-end after-sales service operations within the assigned territory, ensuring timely installation and repair of small kitchen appliance and home appliances.
The role focuses on delivering high service quality, meeting defined TAT and NPS targets, and strengthening the third-party service network.
Responsibilities:
- Oversee installation, repair, and maintenance service operations for consumer durables in the assigned area
- Ensure all service requests are closed within defined Turnaround Time (TAT) and meet customer satisfaction (NPS) benchmarks
- Regularly updates CRM platform
- Coordinate and manage third-party service centres to ensure service quality, productivity, and adherence to SLAs
- Identify, onboard, and develop new third-party service partners to expand service coverage
- Monitor daily service performance, track open calls, and drive closure efficiency
- Conduct regular audits and training sessions for service partners to maintain quality standards
- Handle escalations and ensure quick resolution of customer complaints
- Maintain service MIS reports, analyze performance trends, and implement corrective actions
- Ensure availability of spare parts and coordination with supply chain teams
- Drive cost optimization while maintaining service excellence
- Build sustainable relationships through open and interactive communication with the assigned Service Centers
Desired candidate profile:
- 3–6 years of experience in after-sales service operations of small kitchen appliance and home appliances.
- Experience in managing third-party service networks or franchise/service partners
- Strong understanding of service KPIs such as TAT, NPS
- Good problem-solving and stakeholder management skills
- Ability to handle field operations and multitask in a fast-paced environment
- Basic knowledge of MIS reporting and service management tools
Qualification: Any graduate
