Area Service Manager

Role & responsibilities

• We are seeking a candidate with 8 years or more of field services management experience in Consumer Durables/ FMCG Industry preferably with core experience in handling a large service center in a Service delivery role. He should be capable of leading the services team & the Franchisee partners under that Branch.
• The role will have to do daily monitoring of Service partners pending job management, Parts availability, Home service technician allocation monitoring & documentation of the service related activities in the companys service software and records maintenance.
• Monitor and allocate the service supervisors daily service activity.
• The role will encompass managing customer walk-ins at ASC, break-fix solutions, service operations, parts/ sets distribution & logistics, Repair centers management, Technical Support, Customer Relationship and manage Third Party Vendors.
• The role is also responsible for Service cost control, Customer SLAs adherence, Customer Satisfaction & service network upgrade and expansion. People management and Cost optimization are critical to this function.
• ASC Monthly warranty payment monitoring and submission to HO & Commercial.
• Periodic visits to Service partners for Audit of process adherence, Education on process changes, new product information etc.
• Management of customer issues and provide timely responses to customer feedback.
• Ability to work with multiple stakeholders and Third parties.
• Strong analytical and problem solving abilities.
• Direct Interaction with customers.
• Manpower availability as per workload and allocate the resource for an effective service delivery.
• Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards.
• Proactively monitor & maintain optimum inventory level and distribution of spare parts.
• Improve service channel staffs technical & customer handling skills through continuous education.

Preferred candidate profile

• Good experience in customer support & service delivery roles.
• Agile and customer centric.