Key Result Areas  Customer Service Operation Management   - Devising method to ensure basic infrastructure, hygiene and good customer handling at service centers   - Customer Service Process and Policy Implementation to last person in customer service, i.e. Technician of Service partner   - Replicating best practice from within LAVA or from Completion   - Escalation Handling related to customer service issues   - Capturing Voice of Customer and make plans to address customer expectations   - Ensuring defect free implementation of customer service initiatives by BU or NHQ   Partner Life Cycle Management / Channel Management   - Real Good Service partner Appointment as per plan for Business Unit   - Service Partner Relationship Management   1. Resolving service partner issues related to customer service, claim settlement etc.   2. Devising Service Partner Engagement program   3. Ensuring Product Knowledge / repair skill improvement for Service Partner Technician   - Smooth Separation of Service Partner ensuring all issues are well settled before separation without impacting customer service   Service Asset Management   - Ensuring Smooth Recovery Process of DOA, Defective PCBA, Defective Parts from Service Partner   - Spare Part reconciliation every quarter at CFA   Area Service Officer Mentoring   - Mentoring Area Service Officers/Managers to perform best of their ability for customer service   - Asses areas of improvement in Area Service Officers/Managers and make development plan for Area Service Officers/Managers   Customer Service Performance Management   - Root Cause Analysis of Customer-Service - Performance parameters and corrective action planning, implementation and control   - To report quality failures with respect to the company's products to the quality control team for immediate corrective actions   - Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality)   Desired Skills and Competencies  - People Management Skills ( field team and service partners)  - Ability work as individual as well as Team  - Ability to work under pressure and stringent deadlines  - Good communication skills  - GB / BB Six Sigma Certified   - Ability to impart training on processes and service management.  - Working knowledge of service CRMs/RMS (Repair Management Systems), Excel, Power point presentation   Ideal Candidate  - BE/B.Tech + MBA (Tier-1) with 2 to 3 years of experience

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LAVA International - Business Unit Service Manager - IIM/MDI/IIT/ISB/FMS 

LAVA International - Business Unit Service Manager - IIM/MDI/IIT/ISB/FMS  ,Job Description for LAVA International - Business Unit Service Manager - IIM/MDI/IIT/ISB/FMS  in LAVA International Ltd. in  Others for (2-3) years of experience. Apply Now!

Job Description for LAVA International - Business Unit Service Manager - IIM/MDI/IIT/ISB/FMS  in LAVA International Ltd. in  Others for (2-3) years of experience. Apply Now!