Lava International - Business Unit Service Manager

KEY RESPONSIBILITIES:

Customer Service Operation Management

- Devising method to ensure availability of basic infrastructure, hygiene to deliver good customer handling 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 & CCOs at service center

- Adherence of BUSM, ASM & Partner workways.

- Driving customer satisfaction (C-SAT )by doing RCA and taking timely corrective actions . Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality)

- Ensuring trade satisfaction through regular visits and capturing VOC of retailer/ distributors and taking timely corrective actions

- Capable of Handling escalations with in time resolution of customer issues

- Audit and process governance at service partners

Partner Life Cycle Management

- Appointment and replacement of service partners as 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 and partner replacement to ensure serviceability of the territory is not impacted

- 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 & COMPETENCIES:

- Diploma/BE/B.Tech with 4 to 8 years of experience in Mobile Handset Customer Service

- People Management Skills

- 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 Ideal candidate