Key Result Areas  Customer Service Operation Management   - Devising method to ensure basic infrastructure, hygiene and good customer handling at service centers   - Process and Policy Implementation to Lava Service partner   - Replicating best practice from within LAVA or competition   - Escalation Handling related to customer service issues   - Partner Engagement and working collaboratively with sales and marketing teams   - Capturing Voice of Customer and make plans to address customer expectations   - Ensuring defect free implementation of customer service initiatives by BU or NHQ   Partner Life Cycle Management / Channel Management   - Real Good Service partner Appointment as per plan for Business Unit   - 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 Separation of Service Partner ensuring all issues are well settled before separation without impacting customer service   Service Asset Management   - Ensuring Smooth Recovery Process of DOA, Defective PCBA, Defective Parts from Service Partner   - Spare Part reconciliation every quarter at CFA   Area Service Officer Mentoring   - Mentoring Area Service Manager's to perform best of their ability for customer service   - Asses areas of improvement in Area Service Manager's and make development plan for them  Customer Service Performance Management   - Root Cause Analysis of Customer-Service - Performance parameters and corrective action planning, implementation and control   - To 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 and Competencies  - People Management Skills ( field team and service partners)  - Ability work as individual as well as Team  - Ability to work under pressure and stringent deadlines  - Good communication skills  - Sound technical knowledge with exposure to L1-L4 repair environments.  - GB / BB Six Sigma Certified   - Ability to impart training on processes and service management.  - Working knowledge of service CRMs/RMS (Repair Management Systems), Excel, Power point presentation   Ideal Candidate  - MBA Tier 1 B-School with 2 to 4 years of experience in Service / Sales Domain

Others

LAVA International - Business Unit Service Manager 

LAVA International - Business Unit Service Manager  ,Job Description for LAVA International - Business Unit Service Manager  in LAVA International Ltd. in  Others for (2-4) years of experience. Apply Now!

Job Description for LAVA International - Business Unit Service Manager  in LAVA International Ltd. in  Others for (2-4) years of experience. Apply Now!