Service Data Analyst/ Manager

Role & responsibilities :

Job Purpose

To analyze service performance data, generate actionable insights, monitor service KPIs, and support decision-making through data-driven reporting. The role is responsible for improving customer satisfaction, service efficiency, technician productivity, warranty management, and service partner performance.

Key Responsibilities

Service Performance Analytics

• Analyze service call trends, closure rates, TAT, repeat complaints, and productivity metrics.
• Monitor daily, weekly, and monthly service performance dashboards.
• Identify service gaps and recommend corrective actions.
• Develop and maintain dashboards using Excel, Power BI, or similar tools.
• Analyze performance reports for regions, ASCs, technicians, and products.

Customer Experience Analysis

• Analyze customer feedback, NPS, VOC, and complaint data.
• Identify recurring customer issues and recommend improvement initiatives.
• Track customer satisfaction and service quality metrics.

Warranty & Claims Analysis

• Monitor warranty claims trend and failure patterns.
• Analyze warranty costs and identify opportunities for cost reduction.
• Support validation of warranty claims and audit requirements.

Service Partner Performance Monitoring

• Evaluate ASC/PSC performance on productivity, call attendance, closure rates, and customer satisfaction.
• Identify underperforming service partners and recommend improvement plans.
• Track technician utilization and manpower productivity.

Data Management & Process Improvement

• Ensure accuracy and integrity of service data.
• Automate reports and improve reporting efficiency.
• Support digital transformation and service process enhancement initiatives.

Key Performance Indicators (KPIs)

• Service Call Closure Rate
• Turnaround Time (TAT)
• Customer Satisfaction (CSAT)
• Repeat Complaint %
• Warranty Claim Cost
• Dashboard Accuracy & Timeliness
• Technician Productivity
• Service Partner Performance Index

Preferred candidate profile :

• Bachelor's Degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, or equivalent.
• MBA/PGDM in Analytics (Preferred).

Experience

• 5+ years of experience in Service Analytics, Business Analytics, MIS, or Operations Analytics.
• Experience in Consumer Durables, Small Home Appliances, Electronics or Service Industry preferred.