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Customer Service Operation Management - Devising method to ensure availability of adequate infrastructure and hygiene at service centers - Developing operational excellence by implementation of Customer Service Process and Policies and imparting knowledge to the last person in customer service( i.e. Partner, Technician &amp; CCOs at service center) - Providing support to service center staff for their work-ways - Responsible for Customer Satisfaction in his territory, RCA for D-SAT and taking corrective actions - Responsible for Partner and trade satisfaction through regular visits and capturing VOC of trade and take corrective actions - Audit and process governance at service partners - Perform root cause analysis of customer service - Performance parameters and corrective action Planning, implementation and control - Identify and resolve gaps in customer service (impacting Customer Satisfaction, TAT, Service Cost, Repair Quality) - Report quality failures with respect to the company's products to the quality control team for immediate corrective actions - Responsible for providing the timely resolution for customer escalation Partner Life Cycle Management - Effective Service partner Appointment and replacement per service blueprint - Service Partner Relationship Management 1. Resolving service partner issues related to customer service, claim settlement etc. 2. Devising Service Partner Engagement program. 3. Ensuring Product Knowledge / repair skill improvement for Service Partner Technician - Smooth onboarding of new Service Partner - Smooth partner Separation, ensuring all issues are well settled before separation without impacting customer service Service Asset Management 1. Ensuring Smooth return Process of DOA, Defective PCBA, Defective Parts from Service Partner 2. Good Spare Part inventory reconciliation as per process Satisfaction, TAT, Service Cost, Repair Quality) - Report quality failures with respect to the company's products to the quality control team for immediate corrective actions - Responsible for providing the timely resolution for customer escalation Partner Life Cycle Management - Effective Service partner Appointment and replacement per service blueprint - Service Partner Relationship Management 1. Resolving service partner issues related to customer service, claim settlement etc. 2. Devising Service Partner Engagement program. 3. Ensuring Product Knowledge / repair skill improvement for Service Partner Technician - Smooth onboarding of new Service Partner - Smooth partner Separation, ensuring all issues are well settled before separation without impacting customer service Service Asset Management 1. Ensuring Smooth return Process of DOA, Defective PCBA, Defective Parts from Service Partner 2. Good Spare Part inventory reconciliation as per process Desired Skills and Competencies - People and Partner management skills Complete understanding of channel ROI. - Good Communication, analytical Skills and Capable of handling escalations. - Sound technical knowledge with exposure to L1-L4 repair environments - Ability to impart training on processes and service management Working knowledge of service CRMs

Anywhere in India/Multiple Locations

Lava International - Area Service Manager 

Job Description for Lava International - Area Service Manager  in Lava International Ltd in  Anywhere in India/Multiple Locations for (3-6) years of experience. Apply Now!

Lava International - Area Service Manager  | iimjobs.com