Service Delivery Manager - Manufacturing - IIT/NIT/BITS/IIM/FMS/MDI/NITIE

Position - Service Delivery Manager

(Educational requirement : B.TECH Mechanical/Electronics (UG) + MBA Operations (PG) from Tier 1 only (6 Years Degree full time)

Place of posting can be Bangalore/Mumbai

Kannada understanding - Mandatory

KRA:

Service Operations Management:

- Oversee A class FG counters in city markets to maintain and strengthen service delivery parameters (Open Calls, Same Day/Next Day Closure, Dealer Open Calls, Status Calls) via network of Authorized Service Providers/Franchisees

- Ensure process adherence by Authorized Service Providers/Franchisee

Service Revenue and Warranty Cost Control:

- Drive service revenue through finished goods, AMCs and accessories

- Reduce working capital by ensuring spares availability and managing collections and inventory at branch

- Enhance contract sales business

Customer Experience and Escalation Handling :

- Maintain strong relationships with dealers, distributors and key accounts

- Resolve escalations promptly to strengthen NPS

- Key accounts management for key service partners/dealers and monitor DSS%

Team Management and Development:

- Onboarding, Training and Retention of Technicians (Technician Productivity/FOS)

- Training, coaching and mentoring ASPs

Reporting and Compliance:

- Maintain service MIS, reports