Service Executive / Area Service Incharge

Job Locations: Delhi/NCR,Hubli, Ghaziabad,Jaipur, , Chennai,Valsad,Kochi ,Goa

To manage and coordinate after-sales service activities for fans and electrical appliances, ensuring timely resolution of customer complaints, adherence to service TAT, and achievement of service performance and customer satisfaction targets.

Key Responsibilities

• Handle and monitor customer complaints related to fans and electrical appliances through the service network.
• Ensure complaints are assigned to the appropriate service centre / technician within defined timelines.
• Monitor Service TAT from complaint registration to resolution and closure.
• Coordinate with service centres, technicians, dealers and customers for timely complaint resolution.
• Track open, pending and overdue complaints and take necessary follow-ups for closure.
• Ensure compliance with defined service SLAs, TAT and quality standards.
• Monitor technician/service centre performance against agreed KPIs.
• Analyse repeat complaints, pending cases and escalations and initiate corrective actions.
• Coordinate for spare parts availability to avoid delays in service resolution.
• Handle customer escalations and ensure timely resolution in coordination with internal teams.
• Maintain accurate service records, complaint status and MIS reports.
• Prepare periodic service performance MIS covering TAT, closure rate, ageing, repeat complaints and escalations.
• Identify recurring product/service issues and share feedback with Product, Quality, Sales and Service teams.
• Support improvement initiatives to reduce complaint ageing, repeat complaints and service turnaround time.
• Ensure proper documentation and closure of warranty/service claims as per company policy