Service Incharge

Role & responsibilities :

Ensure excellent customer satisfaction, efficient service operations, and effective management of service partners and technicians across the Jammu & J&K region.

Key Responsibilities:

• Manage end-to-end after-sales service operations for Jammu & J&K.
• Handle and monitor performance of all authorized service partners/service centers in the region.
• Lead and supervise service technicians to ensure timely resolution.
• Ensure achievement of service KPIs such as Complaint Closure TAT, First-Time Fix Rate, and Customer Satisfaction.
• Resolve escalated customer complaints and ensure a superior service experience.
• Manage spare parts availability, inventory control, and warranty claim processes.
• Conduct technical and process training for service partners and technicians.
• Monitor service costs, productivity, and compliance with company SOPs and quality standards.
• Prepare MIS reports, analyze service performance, and implement improvement actions.
• Coordinate with Sales, Dealers, and Branch teams to strengthen after-sales support and service coverage.