Job Purpose:
Drive after sales service operations through the 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
