Whirlpool - Area Service Manager - North

1. Supervision of Service Partner Operations

a. Ensure quality of customer service provided by service partners - Regularly monitor and help improve service quality parameters like open calls, same day closures, escalations of each service partner. Assist service partners in educating service engineers about the right attitude for handling customer interactions

b. Validate replacement calls and initiate the process from service end

c. Assist service partners in stock management for spare parts

2. Defect Management and Trade

a. Maintain trade partner satisfaction by providing timely resolution in case of defective products at the shop floor

b. Provide swift response to escalated customer issues raised by trade partners

c. Perform periodic stock checks at trade partner go-downs and minimize stock defects and repair costs

3. Training of Service Engineers

a. Provide engineering solutions to issues faced by Service Engineers

b. Guide the service engineers to excel in soft skills and customer interaction

c. Provide technical support to build expertise in specific product repairs and new products

4. Sales and revenue

a. Promote sales of accessories, water products, spare parts and stabilizers to the service partners

b. Interface with service quality team and service partners to communicate targets and incentive schemes

Note - Minimum 3 years of work experience post B.tech/ B.E. is mandatory