Job Purpose:

Drive after sales service operations through the service center network to provide exceptional customer satisfaction and effective leadership of the service team.

Responsibilities:

● Build and monitor service center network and maintain excellent relationships with the Service center partners.

● Audit and monitor to optimize service center performance including productivity, efficiency, quality and customer satisfaction metrics.

● Collaborate with cross-functional teams to enhance after-sales service offerings and customer experience.

● Achieve committed TAT and SLAs for At Home division.

● Ensure quality of service as per organization standards.

● Drive NPS target achievement for the organization.

● Monitor and achieve targets for Service Part Return.

● Lead and manage field service team by providing guidance, support and mentorship. Also ensure regular training to build capability within team and service engineers.

● Oversee budgeting, forecasting and financial management of the team operations.

● Audit and monitor all processes as per organization guidelines and ensure 100% process adherence.

● Drive continuous improvement initiatives to improve service, reduce costs and streamline processes to overcome challenges and reduce customer escalations.

● Stay abreast with technological advancements, and best practices in after-sales service management.

Desired candidate profile:

● Ability to effectively handle a team

● Exceptional problem solving, interpersonal and analysis skills combined with the ability to synthesize and effective communication skills

● Strong experience in field service operations

● A start-up mentality and ability to thrive in a fast-paced learning environment.

● Sound technical knowledge of Consumer durables / HA/CE products

● Good knowledge of service network management