Responsibilities:
Team Management:
- Managing a team of RSMs [Regional Service Managers] for day-to-day operations
- Making sure team is updated on latest products and trained on same
Service Network:
- Work constantly & in synergy with sales team to enhance the service footprint of ASCs at All India level
- Ensuring the proper on-boarding of the ASCs along with trained manpower & resources
- Ensuring availability of tools, spare parts, equipment's at the ASC's.
- Building the network of professional ASCs working as per the defined norms.
- Working on the financial health of the ASCs through ROI model
Quality Reporting
- Tracking the field quality and providing timely and qualitative inputs to R&D & QA teams
- Actively participate in NPD process
- All quality reports like traceability / FCR analysis
- Ways to reduce the call registration by improving quality
Training
- Training need of RSMs / BSIs and ASC Technicians on product and processes
- Coordinating for training requirements of ASC's - Product, CRM & Soft Skills training.
Trade Visit
- Ensure steps of resolution/ repair or appropriate decision as per policy.
Key Result Areas
- Turn Around Time (TAT%)
- Customer Satisfaction (CSAT%)
- Cost Control
- Defective Control
- Spare Parts Planning for Branch & ASC
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