Area Service Incharge

Role & responsibilities

1. Service Network Installation and Enablement

• Identify the right service providers required for installation engaging primarily for project support, ensuring alignment with the type of service needed
• Scout and appoint the right party/person for service delivery, ensuring they are well-equipped with material, skills, IT systems, and knowledge of Jaquar values
• Enable service providers through proper onboarding, training on processes, and supplying the necessary resources

2. Customer Delight Through Right Service

• Closely monitor service calls for project support activities, to ensure timely attendance, proper updates in the IT system, and customer satisfaction
• Ensure that customer service is executed without deviation from scheduled times and according to Jaquars standards

3. Service Network Management

• Manage the overall service network to ensure optimal delivery
• Ensure right size of workforce with the ASP
• Ensure work force is skilful to attend for the product segments assigned and the customer
• Conduct regular training sessions and on-the-job training (OJT) for service providers to maintain a high standard of product servicing
• Monitor spare stock levels, ensuring timely availability of materials and in-time submission of claims
• Ensure in-time clearance for service provider disengaged with Jaquar

4. Project Support

• Maintain disciplined and regular project interactions to gather insights on customer care support needs and provide feedback for continuous improvement
• Undertake in-time project customer care assistance for each defined stage and manage service camp activities post last customer care stage support and cyclic too
• Organize for warranty certificate for the project
• Brief new project on customer care activities and access ways for the assistance required
• Ensure in-time spares support requisitioned from Customer Care
• Ensure reconciliation of material with dealer, project, service provider, branch for material transacted by customer care

5. Training

• Plan and execute training sessions for various stakeholders, including OME, OMP, SP, ASP owners, CSR students, and architect staff
• Organize and conduct both initial and refresher training sessions, monitoring their effectiveness to ensure the knowledge is properly applied
• Identify training needs based on project product installation, and ensure the execution of these training programs for correct product installation and functioning

6. Business Enablement

• Guide customers on product enhancements or items beyond builder installations during customer care interactions
• Demonstrate working of product for which customer expressed interest
• Promptly share potential leads with the sales team

7. Key Accounts, Special Drives, and Escalation Management

• Establish proactive contact with key accounts to provide necessary support and address any concerns
• Participate actively in special initiatives or drives to enhance customer engagement
• Handle escalations promptly and effectively, ensuring satisfactory resolution at project site and implementing preventive measures to avoid recurrence

Preferred candidate profile

• Strong understanding of customer service delivery processes and standards
• Good grasp of market dynamics and ability to stay updated on trends
• Technically sound, with a DIY mindset for handling product and service-related issues
• Solid understanding of service network installation, enablement, and management practices
• Good verbal and written communication skills to interact with customers, service providers, and internal teams
• Physically fit and willing to travel for service inspections and DIY activities
• Strong data analytics skills to monitor service efficiency and process improvements

Qualifications and Experience

Education: Graduate or diploma engineer with a technical background
Experience: Minimum 3 years of experience in the service industry, with at least 1 year in a lead position. Prior service experience in the building industry is desirable
Skills:

• Excellent communication and interpersonal skills
• Ability to manage data effectively and perform analytics for process improvement
• Strong understanding of service network operations and challenges
• Passion for continuous learning and enhancing the knowledge of others
• DIY approach with technical soundness in product handling and servicing