Lead - Service Network - Telecom

Key Responsibilities:

- To manage after sales support network for customers & channel partners for region

- To establish & administer a robust service network in the country in line with the after sales strategy of the organisation

- To work closely with S&D and understand need for new service points as per sales requirement

- To integrate new service points into Reliance Jio Device service network

- To objectively evaluate the service network and eliminate load imbalance in service centre

- To closely monitor service centre call load and plan for addition/reduction of service points based on call load benchmarking

- To understand competition process for device call load and bench mark reliance jio process against the best in class service network & Process

- To identify prospective franchisees (SBP ) and ensure agreement of SBP to perform as per our SERVICE LEVELS at least cost on organization.

- To ensure that SBP starts his operation inline with stores expansion plan. He/she has to closely works with the new SBPS identified and appointed by him and smoothly transfer the day to management of SBP to branch service operations.

- To liaison with store operations team and ensure prompt service operations for the Reliance Digital Stores Format and related formats selling CDIT product line up.

- To ensure Revenue levels per Service Center is generated as per plan/target.

- Working in close coordination with SSMS he/ she would be responsible for ensuring service levels offered are as per SLA (TAT, SSR, RPC, PROCESS ADHERENCE, CUSTOMER SATISFACTION, SBP SATISFACTION)

- To work as a project lead in key projects which may be given to him on a time to time basis

Criteria:

- Should have CSD experience in device role

- Should have managed device after sales service in device co.

- Should know the process of telecom org. vis-a-vis CSD and after sales support

- Should have managed channel partners

- Must have after sales service experience from a reputed electronic or telecom firm.

- Minimum of 10 + years of experience in handset BIX or operator based company in Devices role