Head - Consumer Service Operations - Security & Surveillance Solutions Business

- Responsible for customer life cycle management by defining and improving process

- Managing and executing service operations through Care Centres and Service Franchisee

- Sourcing of service partner and finalizing agreement including commercials

- Managing service outlets and ensuring performance of business partners are as per Service Level Agreement (SLA) on health monitoring, installation, repair, re-open and wrong closures

- Create a service standard and Implement uniformly. Effective planning to reduce the costs and
pilferages

- Escalation Management & assuring Customer satisfaction by developing innovative ways

- Keep regular check on Open Calls, Pending Calls, First Time Fix, Response Time and process adherence to achieve customer delight

- Define, implement and review the process for revenue collection thru AMC and services

- Overlooking process audit for all locations to ensure meeting quality standards and compliances

- Ensuring Contract ability of the customers to be >99%

- Monitor availability of competent manpower at care centers & authorized providers as per service
load

- Identifying training needs and arranging training program for the field staff so that team is fully equipped & trained to resolve customer issues

- Planning for spares/components/inventory requirement in coordinating with OEM's

- Preparing and submitting MIS reports and periodically doing predictive and prescriptive analysis

Profile : 

You will be a graduate in electronics and communication or electrical with 15+ years experience(preferably in Customer Service based products). You must possess problem solving skillset with strong communication, ability to work independently and deal diplomatically with stakeholders.

Job Offer : 

Opportunity to work on latest technology with a leader in Security & Surveillance space with attractive salary and perks.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Parul Chandra on +91 124 452 5470.

Contact - Parul Chandra 

The Apply Button will redirect you to website. Please apply there as well.