01Overview
Position: Service Manager - (Gujarat, MP-CG & Rajasthan)
Reporting To: Head Customer Service (Yale)
Technical Executive
The position will be responsible for supervising a team of technicians handling installations, demonstrations and repair for a full range of digital and mechanical range of products to ensure timely resolution of customer service requests and thus ensuring great customer experience and satisfaction by providing best-in-class after sales service and demonstration. The incumbent is expected to ensure this by following standard procedures, adept handling of the service agency as well as internal resources. The position is required to take ownership by displaying strong empathy to customers' issues and complaints and ensure resolution within agreed timelines and up-to defined satisfaction standards.
Take ownership to follow and monitor standard procedures and checklists to ensure that all possible customer touch points during standard demonstrations, installations and after sales compliant resolutions have a clear and standard approach to ensure immediate and effective solutions.
Regularly monitor and improve key service metrics like Open job ageing, Resource Utilization, Cost of Service, Customer Satisfaction Score, Meantime to Repair, No. of escalations, etc. Monitor the open service requests and continuously follow up with the technicians to ensure timely closure and up to defined satisfaction levels.
Continually provide market and customer insights to the Service head to ensure the improvement of service processes.
To increase customer Satisfaction Score in the region by displaying proactive mindsets in resolution, doing continuous root cause analysis and sharing learnings within the team to ensure the improvement of satisfaction standards
Recruit, mentor and develop service technicians and ensure clear instructions, process understanding and communication of performance criteria like turn-around time
Maintain team rosters, allocation of jobs and territories to ensure a smooth and effective service delivery
Ensure regular training and development of the service team to hone their technical and customer management skills
Partner and collaborate with critical stakeholders in the sales team and product management team to ensure communication about customer feedback, to have a one team approach towards the end customer.
Coordinate and ensure timely availability of spare parts in warehouses/ stores at respective locations.
Proactively monitor and maintain optimum inventory level and manage distribution and reverse logistics of the spare parts.
Monitor volumes on a regular basis and evaluate the capability of existing service centers to meet the volume-based demands. Recommend addition of service center capability as and when needed along with clear feedback and business case.
Plan and schedule periodic surprise visits to service partners for audits, education on process changes, new product information, etc.
Ability to identify problems correctly using root cause analysis with business tools like Fishbone, decision trees, etc.
Advanced knowledge of MS Excel and PowerPoint
Educational Qualification and Experience:
Graduate Engineers or Diploma/ITI qualified candidates in Electronics/ Electrical/Mechanical stream
Relevant experience of 5 8 years with same industry/ consumer durables/ home appliances
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