Area Service Manager

Area Service Manager Ludhiana

Location: Ludhiana, Punjab
Experience: 5 to 8 Years
Industry: Consumer Durables
Function: Service / After-Sales

Job Summary:
We are looking for an experienced Area Service Manager to manage after-sales service operations across the assigned territory, ensuring customer satisfaction, service efficiency, partner performance, and achievement of service KPIs. The role will involve managing service partners/ASPs, dealers, service teams, complaints, and service network performance.

Key Responsibilities:

• Manage end-to-end after-sales service operations for the assigned territory.
• Monitor and improve TAT, CSAT/NPS, repeat complaints, open calls and service pendency.
• Manage and evaluate Authorized Service Centers/Service Partners and dealers.
• Conduct regular market, dealer and service partner visits.
• Ensure adequate availability of spares, manpower and service infrastructure.
• Handle customer escalations and ensure timely resolution of complaints.
• Conduct regular performance reviews of service partners and initiate corrective actions.
• Ensure compliance with company service policies, processes and quality standards.
• Identify service gaps and support service network expansion in the assigned territory.
• Conduct product, technical and customer-handling training for service teams/partners.
• Drive AMC, spare parts and other service revenue wherever applicable.
• Prepare and share weekly/monthly service MIS and performance reports.
• Coordinate with Sales, Technical, Logistics and HO teams for smooth service operations.
• Monitor competitor activities and provide market feedback to the management.

Candidate Profile:

• Graduate / Diploma / BE/B.Tech preferred.
• 5-8 years of experience in after-sales/service operations, preferably from the Consumer Durable industry.
• Experience in dealer/ASC/ASP management and customer complaint handling.
• Strong team handling, communication and negotiation skills.
• Good knowledge of MS Excel, CRM and service MIS.
• Strong analytical and problem-solving skills.
• Willingness to travel extensively within the assigned territory.

Preferred Industry: Consumer Electronics / Home Appliances / Air Conditioning / Refrigeration / Electrical & Consumer Durables

Key Skills

After-Sales Service | Dealer Management | ASP/ASC Management | Customer Escalation | Service Operations | Team Handling | CRM | Service MIS | TAT & CSAT | Spare Parts Management | AMC Revenue