Job Description:
Service Operations Management:
- Manage end-to-end service operations for the assigned area, ensuring timely and quality service delivery.
- Monitor and improve service KPIs such as TAT, FTR, NPS, and customer satisfaction scores.
- Ensure adherence to service processes, warranty guidelines, and company standards.
Service Partner & ASC (Authorized Service Center) Management:
- Appoint, onboard, and manage Authorized Service Centers in the region.
- Train and support service partners, technicians, and field teams regularly.
- Conduct periodic audits of ASCs to ensure process compliance and performance effectiveness.
Customer Support & Escalation Handling:
- Act as the point of contact for escalated customer complaints in the region.
- Coordinate with internal teams (Quality, R&D, Logistics, Sales) to resolve issues quickly.
- Ensure proactive follow-up to maintain high customer satisfaction.
Spare Parts & Inventory Control:
- Ensure availability and timely supply of spare parts in the region.
- Monitor parts consumption, leakage, and cost optimizations.
- Maintain accurate inventory levels in coordination with the central spares team.
Field Team Leadership:
- Lead and guide field service engineers, technicians, and ASC teams.
- Plan manpower deployment to meet service requirements efficiently.
- Conduct periodic training on product knowledge and service processes.
Quality Feedback & Market Insights:
- Gather product performance feedback from the field and provide data-based insights to Quality and R&D teams.
- Identify recurring issues and drive corrective actions with cross-functional teams
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