Area Service Manager | A.O. Smith | Guwahati

Position Summary

This role focuses on achieving CSAT targets, managing service operations, enhancing partner performance, and expanding service infrastructure. The ideal candidate will bring strong team leadership, customer handling expertise, and a proactive approach to continuous improvement and operational efficiency.

Role & Responsibilities

Service Operations & Customer Satisfaction

• Achieve CSAT and service delivery targets as per annual organizational goals.
• Resolve customer queries and complaints with effective problem-solving resources.
• Maintain smooth service delivery operations across the assigned region.
• Conduct regular visits to dealers, distributors, and customers to ensure service alignment.

Team & Partner Management

• Review team performance regularly and implement improvement actions.
• Lead and monitor ASP teams to ensure service efficiency and compliance.
• Conduct regular product and soft skill training for direct teams, ASPs, and DS partners.
• Manage dealer defectives in line with company policy and ensure timely claim settlements.

 Infrastructure & Process Development

• Drive development of service infrastructure in emerging locations.
• Conduct ISO and ASP reviews and implement corrective actions.
• Monitor CRM systems to track service calls and ensure timely closures.
• Expand service coverage to ensure 100% reach across designated areas.

Reporting & Continuous Improvement

• Prepare monthly reports as per business requirements.
• Deliver yearly revenue targets aligned with budget plans.
• Provide regular quality feedback to support product and service improvements.

Qualifications & Experience

•  Graduate in any discipline; technical background preferred.
•  Minimum 58 years of experience in consumer durable service operations, including team and partner management.

Knowledge & Skills

• Strong team management and leadership skills.
• Excellent communication and presentation abilities.
• Proven customer handling expertise and service orientation.
• Proficiency in MS Office and CRM tools.

Ability to drive operational excellence and cross-functional coordination.