Head - Service Operations - After Sales - Telecom

Please find the details of the Role below-

Must have after sales service experience from a reputed electronic or telecom firm.

Minimum of 5 + years of experience in handset BIX or operator based company

After sales service in electronics & telecom products.

Key Responsibilities

1. To manage the complete after sales support for customers & channel partners.

2. To establish a robust service network in the state in line with the

3. Leading the customer service and operations organization comprising of Reliance & partner members.

4. Responsible for key such as - TAT; SDR; FTF; Repeat repair; Cost of Service; CSAT scores Trade satisfaction.

5. Drive people and work force productivity

6. Work with cross functional teams

7. To identify prospective franchisees and establishes on organization.

8. To manage both the forward & reverse logistics

9. Manage the channel partners & their DOA claim settlement

10. Implement project plan and the monitor, control and review the progress & manage.

11. To monitor and review Service Performance of authorized service centers and ensure they are within the stipulated guidelines of performance.

12. Provide adequate technical & non technical training on devices, process etc. to all team members and improve the overall performance.

Nature & scope of responsibilities the candidate should have handled.

1. Should have managed a after sales service operations.

2. Managed carry-in service centers & handled a minimum call volume of - 50 K per month

3. Managed the spare parts inventory.

4. Managed the channel partners