Position: Zonal Service Head Location: Ahmedabad OR Jaipur (To handle MP, Gujarat & Rajasthan region) Budget: 28 to 30 Lacs Reporting Structure: - Position reports to National Head - Operations - Positions reporting in - Area Heads of the Zone Job Description: Service Delivery (Revenue Delivery) 1. Service Infrastructure Creation - Build service network to increase customer satisfaction and retain customers (Direct + Consumer + FDO) 2. Budget Achievement - Ensure 100% budget achievement of the assigned territory for each vertical: Direct Service, Consumer Service, FDO, Product Sales 3. KPIs: (Retention & Timely Delivery) - Best Practices implementation for service delivery metrics - - On Time MS Completion (Direct + Consumer + FDO) - Quick Response to complaints (Direct + Consumer) - On time installations (Direct + Consumer) - Retention metrics (Direct + Consumer) - Handling CEO/HO escalations with Root cause analysis (Direct + Consumer + FDO) 4. Trade Partner Management - Consumer business distributor/dealer management - - Collate trade partners list from local sales leaders (Consumer) - Firm up the PJP in line with partners sales contribute to business (Consumer) - Visit partners & record NPA's (Consumer) - Ensure survey is done in SAP (Consumer) 5. Last Mile Communication - Ensure circulars on products, policies and other processes properly downloaded to BPs and Leaders (Direct + Consumer + FDO) - Make sure the service manuals, spare parts price lists of new products, revision of existing lists are reaching the front line concerned (Direct + Consumer + FDO) Service Quality 1. Customer Satisfaction - Retain NPS scores as per the targets. (Direct + Consumer) - Reduce Repeat Calls % (Direct + Consumer) - Reminders/ Follow ups (Direct + Consumer) - Ensure overall Trade Satisfaction & Customer Satisfaction (Consumer) Managerial 1. Goal Setting (Direct + Consumer+ FDO) 2. Performance Review (Direct + Consumer + FDO) 3. Providing Direction & Feedback (Direct + Consumer + FDO) Control 1. FOC & Defectives Management - Ensure control of "free of cost" replacements by monitoring ongoing consumption patterns product wise. (Direct + Consumer) - Ensuring defectives return to warehouse on time (Direct + Consumer) 2. Trade Defectives Management - Customer trade channel defectives management - Track DEF repairs as per the SLAs (Consumer) - Obtain NDCs from all the mapped partners with 100% business validations (Consumer) 3. BP Management & Compliance - Conducting BP performance reviews (Direct + Consumer) - Handling BP F & F (Direct + Consumer) - Ensure all BP's comply with process & systems laid down by the company from time to time (Direct + Consumer) - Submission on weekly basis (Direct + Consumer) - GST submission (Direct + Consumer) - CDA &gt; 30 days (Direct + Consumer) - Timely bills uploading and BP payments (Direct + Consumer) - CDA recovery (Direct + Consumer) - FBP/FDO Secondary Database to be captured in ESMS (Direct + Consumer) 4. Consumer Cases Handling consumer cases with legal support Required profile: Experience: 12 - 15 years in Customer Service Compensation: As per industry standards (80/20 F/V split) Education: MBA Marketing/MBA Operations/B.Tech Industry Type: Consumer durable, Insurance, QSR, Telecom, Dot.com, Retail

Ahmedabad

Jaipur

Gujarat

Rajasthan

Zonal Service Head - Appliances 

Zonal Service Head - Appliances  ,Job Description for Zonal Service Head - Appliances  in Career County in  Ahmedabad Jaipur Gujarat Rajasthan for (10-12) years of experience. Apply Now!

Job Description for Zonal Service Head - Appliances  in Career County in  Ahmedabad Jaipur Gujarat Rajasthan for (10-12) years of experience. Apply Now!