Lava International - Area Service Manager

KEY RESULT AREAS :

Customer call resolution as per defined SLA

- Conduct scheduled/surprise audit, report observation and take corrective action for process adherence gaps at service centre and CFA

- Ensure availability of spares from branch offices to service partner as per defined SLA

- Maintain MSL of spare parts at CFA

- Effective service partner appointment as per the plan for Business Unit

- Service Partner Relationship Management

- Resolve service partner issues related to customer service, claim settlement etc.

- Implement service partner engagement program

- Ensure product knowledge / repair skill improvement for service partner technician

- Ensure smooth separation of Service Partner with all issues well settled before separation without impacting customer service

- Ensure smooth recovery process of DOA, defective PCBA, defective parts from Service Partner o Spare part reconciliation every quarter at CFA

- Need to Ensure Eng. repair Skills at service centre

- Provide repair skill know-how to repair technician

- Perform root cause analysis of customer service - Performance parameters and corrective action Planning, implementation and control

- Report quality failures with respect to the company's products to the quality control team for immediate corrective actions

- Identify and resolve gaps in customer service (impacting Customer TAT, Service Cost, Repair Quality)

DESIRED SKILLS & COMPETENCIES

People management skills

- Ability to perform well as an individual as well as in a team Good communication skills

- Sound technical knowledge with exposure to L1-L4 repair environments Ability to impart training on processes and service management

- Working knowledge of service CRMs/RMS (Repair Management Systems), Excel, Power point presentation

Salary Offered: 10 LPA