Service | Godrej Interio

Job Description:

The incumbent would be responsible for the following:

A. Service delivery and Customer satisfaction:

• Managing product/service installation and break-fix as per First Visit Time (FVT) and Closure Visit Time (CVT) norms by effectively managing ASPs.
• Ensuring effective and speedy resolution of problems/customer complaints.
• Monitoring and reviewing service delivery quality and response patterns.
• Working to improve Customer Satisfaction Index (CSI) and customer accolades.

B. Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management:

• Managing ASPs, their performance, and availability of resources and infrastructure for effective service delivery.
• Managing WD service to ensure requisite service to WD end customers.
• Monitoring service activities of dealers to ensure a uniform service experience to customers through the dealer channel.

C. Revenue Generation and working capital management:

• Achieving service revenue as per plan by planning and conducting revenue generation activities.
• Managing outstanding as per norms.

D. IT Systems Usage and Training:

• Providing training to ASP and WD technicians on all new products.
• Providing training to ASP, contractor, franchise, and WD personnel by conducting Tool Box Talks and Accompanied Visits on products and soft skills.
• Providing hands-on training to branch, ASP, and dealer personnel on IT systems and digital apps for effective utilization of these tools.
• Providing objective feedback on products.

E. Warehouse activities:

• Categorizing products and maximizing conversion to Finished Goods (FG).
• Timely categorization of defective stock and subsequent repair of D3/DF3 stock in a timebound manner.
• Tracking warehouse spares stock for optimum levels, effective utilization, and reduction.
• Ensuring compliance with statutory requirements.

Key Result Areas:

• Service delivery and Customer satisfaction.
• Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management.
• Revenue Generation and working capital management.
• IT Systems Usage and Training.
• Warehouse activities, including categorisation, spares stock control, and compliance.