DGM - Service Operations - Consumer durable

A household name in the consumer durable industry is looking for DGM - Service Operations

Preferred Qualification : BE + MBA

Industry : Durables

Candidates within CTC range of Rs.25/30 lakhs need only apply

Reporting Structure: Position reports to National Head Service - Operations

Base Location: Mumbai

Service Operations

1. Network Management.

2. Monitoring & follow up with Zonal Service Heads in maintaining the set SLAs linked to complete service delivery standards and execution.

3. SAP will be the primary source of information to extract & work upon.

4. Evolve new systems and procedures to maximize productivity and deliver quality and timely service effectively through consumer-focused service activities. 5. Bring about customer satisfaction and become a solution rather than a service provider.

KRAs

Work closely with the National Head - Service Operations to augment consumer sales to achieve service leadership & increase customer satisfaction. Set measurable, time-bound business objectives and review progress.

Network Management

- Continuously look at ways to build up the service infrastructure of the service function to ensure proactive customer service leading to enhanced customer satisfaction.

- Formulate training plans and be the central resource for coordinating training to service personnel.

- Ensure and keep field personnel updated on new product and other information to help them in being equipped to answer customer queries.

- Tracking control of "free of cost" replacements by monitoring ongoing consumption patterns. Develop system of Service Audits and ensure that audits are carried out periodically.

Competitive Analysis:

- Explore comprehensive analysis of competitor's core competencies, activities and current and potential positions in the marketplace with reference to Service/CRM and communicate the same appropriately. Leveraging Best Service & CRM Practices:

- Conduct development talent in the region by providing opportunities for growth, exposure, and coaching for shouldering responsibilities in the future.

Audit calls

Technician Hiring

- Work very closely with the leaders & HR to keep adding Service Technicians to manage service levels.

CRM

- Be the SPOC for collaborating between field & CRM team for successful implementation of all CRM initiates