Job Title - General Manager – Service Delivery
Department - Service Delivery – At Home
Reporting To - Vice President- Service Delivery
Reportees - Direct : 9 ; Indirect : 30
Location - Andheri East, Mumbai
Job Purpose:
Drive after sales service operations through service center network to provide exceptional customer satisfaction and effective leadership of the service team.
Responsibilities:
Build and monitor service center network and maintain excellent relationships with the Service center partners.
Audit and monitor to optimize service center performance including productivity, efficiency, quality and customer satisfaction metrics.
Collaborate with cross-functional teams to enhance after-sales service offerings and customer experience.
Achieve committed TAT and SLAs for At Home division.
Ensure quality of service as per organization standards.
Drive NPS target achievement for the organization.
Monitor and achieve targets for Service Part Return.
Lead and manage field service team by providing guidance, support and mentorship. Also ensure regular training to build capability within team and service engineers.
Oversee budgeting, forecasting and financial management of the team operations.
Audit and monitor all processes as per organization guidelines and ensure 100% process adherence.
Drive continuous improvement initiatives to improve service, reduce costs and streamline processes to overcome challenges and reduce customer escalations.
Stay abreast with technological advancements, and best practices in after-sales service management.
Desired candidate profile:
Ability to effectively handle a team
Exceptional problem solving, interpersonal and analysis skills combined with the ability to synthesize and effective communication skills
Strong experience in field service operations
A start-up mentality and ability to thrive in a fast-paced learning environment.
Sound technical knowledge of Consumer durables / HA/CE products
Good knowledge of service network management
Experience: Minimum 15 years in Field Service Operations
Qualification: B.E/B. Tech /MBA/Any other relevant technical qualification
Benefits:
We believe in work-life balance and hence we offer flexible working hours. What matters is the output of work.
We have a well-defined leave policy for our people to take care of their personal commitments and exigencies.
We care for our people and take care of them and their family by offering them Mediclaim policy
Your professional growth and company growth go hand-in-hand
We provide you a platform to learn and polish your skills
