Deputy Service Manager

JOB DESCRIPTION

Assistant Manager / Deputy Manager Customer Service

Location: Bangalore

Department: Service

Designation: Assistant Manager / Deputy Manager Customer Service

Industry Preference: Consumer Electronics / Consumer Durables

Job Summary

We are looking for an experienced and customer-focused professional to manage service operations across Bangalore City. The incumbent will be responsible for ensuring timely service delivery, managing branch and franchisee operations, coordinating with Authorized Service Partners (ASPs) and technicians, resolving customer escalations, and maintaining service quality and cost efficiency.

Key Responsibilities

• Service Operations Management: Oversee day-to-day customer service operations across the assigned area and ensure timely resolution of customer complaints within defined turnaround times (TAT).
• Team Management: Manage and coordinate with branch teams, franchisees, Authorized Service Partners (ASPs), and service technicians to ensure efficient service delivery.
• Customer Complaint Resolution: Monitor open service calls, track ageing complaints, and ensure timely closure of pending cases.
• Customer Escalation Management: Handle critical customer complaints and escalations to ensure customer satisfaction and a positive service experience.
• Service Performance Monitoring: Track key performance indicators (KPIs), including call closure rate, repeat calls, turnaround time, customer satisfaction, and service cost.
• Spare Parts Coordination: Coordinate spare parts availability, stock transfer orders (STOs), and follow-ups to ensure uninterrupted service operations.
• Transit Damage Claims: Coordinate and follow up on transit damage claims to ensure timely resolution.
• Warranty & Out-of-Warranty Management: Monitor and control warranty and out-of-warranty (OOW) claims, ensuring appropriate validation and cost control.
• Service Cost Control: Monitor service-related expenses and identify opportunities to improve operational efficiency and reduce costs.
• Process Improvement: Identify service delivery gaps and implement corrective measures to improve service quality, productivity, and customer satisfaction.

Candidate Profile

• Diploma or Engineering qualification in a relevant discipline.
• Minimum 4-5 years of experience in customer service or service operations, preferably in the consumer electronics or consumer durables industry.
• Experience in managing service teams, franchisees, Authorized Service Partners (ASPs), and technicians.
• Strong understanding of customer complaint management, service call closure, TAT monitoring, and escalation handling.
• Knowledge of warranty and out-of-warranty claims, spare parts coordination, and service cost management.
• Ability to monitor service performance metrics and drive operational improvements.
• Strong communication, coordination, problem-solving, and team management skills.
• Customer-centric approach with the ability to manage multiple priorities effectively.

Key Performance Indicators (KPIs)

• Customer service call closure rate.
• Turnaround time (TAT) adherence.
• Reduction in ageing and pending service calls.
• Repeat complaint reduction.
• Customer satisfaction levels.
• Warranty and OOW claim control.
• Service cost optimization.
• Effective management of branch, franchisee, and technician performance.