Description:

Job Title: Area Service Manager.

Department: Service Operations.

Location: PAN India (Based on Business Requirement).

Reporting To: Regional Service Manager / National Service Head.

Employment Type: Full-Time.

Experience: 6 - 10 Years.

Industry: Consumer Electronics / Home Appliances.

Company Overview:

Indkal Technologies is a fast-growing Indian consumer electronics and home appliances company, founded in 2020 and headquartered in Bengaluru.

The company operates under global trademark licensing agreements for brands such as Acer and Black & Decker, and has also introduced its in-house brand Wobble.

With a strong emphasis on Make in India, Indkal manufactures over 70% of its product range locally, aiming for 90% localization by the end of 2024.

The product portfolio includes Smart TVs, Air Conditioners, Washing Machines, Smartphones (launching 2025), and TWS Audio Products.

Indkal is currently present in 12,000+ retail stores across India and is on an aggressive growth path, aiming to become one of the leading players in Indian consumer electronics.

Key Responsibilities:

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.

Reporting & Compliance:

- Provide timely reports covering service performance, KPIs, escalations, and ASC performance.

- Ensure compliance with company policies, safety standards, and documentation practices.

Requirements:

- Bachelor's degree in engineering (EEE/ECE/Mechanical) or a related technical field.

- 6 - 10 years of experience in Service/After-Sales management within Consumer Electronics or Home Appliances.

- Strong understanding of service operations, warranty management, and ASC management.

- Ability to lead and motivate field teams and service partners.

- Excellent communication, customer-handling, and problem-solving skills.

- Proficiency in service MIS tools, reporting, and process management.

- Willingness to travel extensively within assigned regions.