Service Authorizations

- Pitch and tie up with National and international brands to manage their service delivery

- Demo & installation

- Manufacturer warranty

- Out of warranty

- Dead on arrival

- Spares management

- Define all performance metrics benchmarks

- Build processes to track and monitor performance metrics

- Commercials to be documented with incentive structures

- Billing process

- API monitoring for efficient data flows

- Claims from brands for faulty spares, Manufacturer warranty calls, etc

- Spares consumption and claims under manufacturer warranty

- Incentive claims for all types of KPIs

- Partnerships and engagement to include legal documentation with updates as required

- Detail all compliance parameters and ensure our service centres are aligned

- Annual and quarterly planning of sales and service claims forecasting

- Integrate with Service delivery team for capacity planning

- Service delivery performance management

- Integrate Brands with our own service delivery network and systems (CRM and APIs as required)

- Ensure all processes are as per user journeys defined for the services in compliance to brands protocols

- Exception handling for brands unique standards and processes of service delivery

- Define & agree upon TATs & SLAs with brands

- Engage with internal service delivery team for building smooth operations

Service delivery performance tracking

- Ensure all performance parameters are imbibed into the service delivery teams dashboard for routine tracking and monitoring

- Manage all exceptions

- Manage rewards and penalties our service delivery performance as per defined norms

- Ensure mystery audits and spot audits are facilitated and inputs are incorporated into process for ongoing improvement plans

- Manage relationship for smooth day to day operations

Service efficiency & tracking with service delivery team

- Define key metrics for efficiency and performance management

- Ensure no breach of SLAs and TATs

- Build processes to improve on TATs and SLAs on an ongoing basis

Service improvement

- On going road map with brands for training and skill development for building efficiency

- Review and identify areas of improvement / enhancement and develop plans to fulfil the same

- Develop a systemic approach to development for the team for imbibing latest in tech and product features

Service experience management

- Monitor delivered customer and service experience by partner

- Define Key metrics including their KRAs and KPIs

- Track NPS / CSAT and build plans / processes to ensure ongoing improvement

- Work towards Zero escalations as a design principle

- Daily / Weekly / Monthly reviews with relevant teams of partner for ensuring performance and experience is uncompromised

- Engage with Service delivery team at national and regional levels to ensure their feedback and areas of improvement

- Highlight key areas of improvement and develop plans to manage and track the same.

- Ensure compliance to internal & external (including brand) audit controls.

- Define inbound call centre claim journey & its tech requirement for faster TAT.

- Quarterly reviews with brands to ensure service capacity planning region/city wise basis the number of projected claims basis sales planning and out of warranty calls.

- Identify key technical requirements which will impact service operation & engage with concerned team on its timely delivery.

Spare parts and inventory management

- Brand alliances to include spares

- If authorisation for services is not possible, Spare parts alliance to be done with concerned brands

- Forecasting of spares

- Stocking plans for each warehouse, Hub and service centre to be detailed

- Return of defective spares with credit notes as applicable

- Time sensitive spares to be tracked and norms of returns to be ensured

- Set up base stock levels with buffer stocks provisions to ensure all spares are available as required

- Analyse spares consumption by category and brand to refine the base stock models on a quarterly basis

- Initiate opportunity buy as and when it is viable

- Clearly identify generic spares and ensure supply and stocking alliances for the same in the most cost efficient manner

- Ensure all spares and consumables (related to devices) are from compliant and reliable vendors

- Deliver a margin on spares as per annual budgets

- Ensure storage norms are adhered to for the spares at each inventory holding node

- Develop a team for spares management including the stores officer at service centre and ensure 100% systemic, process and statutory compliances

Desired Candidate:

- 15+ years of experience of working in Services (CDIT brands / Service organizations like OnsiteGo, One Assist, Zopper etc), LFR service product team.

- Past experience of Service delivery alliances and brand partnerships in CDIT industry is mandatory.

Competencies required

- Good inter personal skills

- Strong communication skills

- Team player / leader

Area of exposure:

- Brand and Service partner alliance development

- Business Planning with P&L focus

- Team management

- Business development

Candidate must be having 60% in all the academics.

Education - Postgraduate / MBA is preferred

Language - Able to speak good Hindi & English.

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