Role & Responsibilities:
Service Operations & Customer Satisfaction:
- Achieve CSAT and service delivery targets as per annual organizational goals.
- Resolve customer queries and complaints with effective problem-solving resources.
- Manage and monitor day-to-day service operations within the assigned branch to ensure timely customer visits, complaint resolution, and high service productivity.
- Ensure strict adherence to company service SOPs, quality standards, and safety guidelines at the branch level.
Team Management:
- Handling team related operational activities including hiring, training and grooming the incumbent.
- Review team performance regularly and implement improvement actions.
- Identify skill and capability gaps within the team and ensure regular technical and soft-skill training in coordination with the central training team.
- Monitor and give continuous feedback to the team in all developmental aspects.
Partner Management:
- Recruiting the right set of service partners as per the company norms and the sales expansion plans.
- Lead and monitor ASP teams to ensure service efficiency and compliance.
- Manage dealer defectives in line with company policy and ensure timely claim settlements.
Infrastructure & Process Development:
- Conduct ASP reviews and implement corrective actions.
- Monitor CRM systems to track service calls and ensure timely closures.
- Expand service coverage to ensure 100% reach across designated areas.
- Monitor and control branch-level service costs by optimizing manpower deployment, logistics, and warranty expenses.
Compliance, Reporting & Audit:
- Prepare and submit regular MIS reports covering service KPIs, escalations, manpower productivity, and branch performance
- Deliver yearly revenue targets aligned with budget plans.
- Provide regular quality feedback to support product and service improvements.
Didn’t find the job appropriate? Report this Job
