Service Manager - DTH/Telecom/Retail/Media/FMCD

Service Manager

ROLES & RESPONSIBILITIES:

- This role will be responsible for managing the end to end post sales service operations for the physical retail products.

- The position holder will need to manage the online customer issues as well as field customer issues.

Responsibilities:

- Managing the post- sale service of retail products

- Coordination with third part service agency for Pan India issue & complaints

- Maintaining SLA & TAT

- Managing Spare requirement and maintaining MSL

- Reduction of wrong spare dispatch

- Reducing the ratio of replacement to repair

- Reducing repeat call ratio

- Managing revert on all issues that customer raise within TAT

- Handling online customer queries and feedback

- Daily report of issues received v/s solution provide

- Daily monitoring and plugging of service gaps

- Reducing service cost

- Training the field engineers regarding product and changes

- Reduction in repeat complaints

- Handling team

- Managing call center & field training

- Monitoring customer calls

Requirements

- Candidate must be preferably from DTH or Telecom industry having experience of minimum 3-8 years