area service manager

Company Overview Digicare Services is the leading after-sales services provider for handheld products like Mobile handsets, Tablets, Cameras and consumer electronics & consumer durables products including Air conditioners, Washing machines, Refrigerators, LED/LCD TVs etcetera.

Our vision is to be a global company that provides world-class customer experience while continuously working towards creating better lives.

Website: www.digicare.com

Roles And Responsibilities

• ASP Identification & Onboarding:

• Identify, evaluate, and onboard new Authorized Service Providers (ASPs) as per regional requirements.

• ASP Network Management:

• Effectively manage the ASP network through onboarding, regular training, audits, and timely claim processing.

• KPI Achievement:

• Monitor and drive key performance indicators (KPIs) such as TAT (Turnaround Time), CSAT (Customer Satisfaction), FTR (First Time Resolution), etc.

• Training & Compliance:

• Conduct training sessions and ensure ASPs adhere to brand processes and standard operating procedures (SOPs).

• Defective Parts Return:

• Ensure 100% return of defective or unused parts to Qdigi/OEM warehouses within agreed timelines.

• Inventory Control & Audits:

• Conduct monthly audits at each service location, sign off inventory, and report back to the Head Office.

• Revenue & Collection Initiatives:

• Drive extended warranty (EW) sales, accessory sales, and Out-of-Warranty (OoW) collections through ASPs.

• Retail Store Engagement:

• Make regular visits to brand retail stores, build strong relationships with store teams, and share consolidated reports with Key Account Managers (KAMs).

Desired Candidate Profile

• Strong knowledge of service operations and after-sales processes
• Excellent communication and stakeholder management skills
• Analytical mindset with proficiency in data reporting and audits
• Team leadership and ASP/vendor management experience
• Proficient in MS Office and service management tools/CRMs

Qualification

• Bachelor’s degree
• 10 - 15 years of experience in after-sales service management, preferably in electronics/telecom/consumer durables