Area Service Manager

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

Qualifications

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

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