Area Service Manager

The Area Service Manager will be responsible to ensure the smooth and efficient delivery of service to customers while maintaining high standards of quality and customer satisfaction also responsible for leading a team of service technicians, coordinating their activities, and implementing strategies to optimize service delivery and performance.

Key Deliverables & Accountability :

• Customer service call resolution & process adherence within defined SLA
• Manage the Service partner lifecycle as per the blueprint
• Ensure Recovery & spare part reconciliation from ASPs.
• Identify and resolve gaps in customer service & report quality failures with respect to the companies products to the quality control team for immediate corrective actions.
• Ensure Area Service Officers workways adherence

Customer Service Operation Management:

• Customer Call resolution as per defined SLA
• Company Process adherence at Service Center
• Availability monies in spare for seamless billing of parts
• Maintain MSL of Spare parts at ASP.
• Work - ways planning and adherence.

Partner Life Cycle Management :

• Real Good Service partner appointment as per blueprint plan
• Service Partner Relationship Management
• Resolving service partner issues related to customer service, claim settlement etc.
• Implementing Service Partner Engagement program.
• Ensuring Product Knowledge / repair skill improvement for Service Partner Technician.
• Smooth Separation of Service Partner ensuring all issues are well settled before separation. without impacting customer service o Maintaining healthy RGSP ratio in territory

Service Asset Management:

• Ensuring Smooth Recovery Process of defective part from ASP.
• Spare Part reconciliation at ASP every month

Repair Skill Enhancement of Technician:

• Download new product Information to Technician.
• Provide repair Skill to Technician on Know-How to repair.

Customer Service Performance Management:

• Root Cause Analysis of Customer-Service Performance parameters and corrective action planning, implementation, and control.
• To report quality failures with respect to the companies products to the quality control team for immediate corrective actions.
• Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality).

Ideal Candidate:

• Should be a Diploma in Electronics and/or Telecom with 3 to 4 years of work experience.
• Service Partner management skills.
• Ability to work as individual as well as Team.
• Good communication skills.
• Sound technical knowledge with exposure to L1-L4 repair environments.
• Ability to impart training on processes and service management.
• Working knowledge of service CRMs/RMS (Repair Management Systems), Excel, Power point presentation.