Service Manager - Gujrat MP-CG And Rajasthan

Position: Service Manager - (Gujarat, MP-CG & Rajasthan)

Reporting To: Head – Customer Service (Yale)

Location: Delhi-NCR

No. of direct reports: 4

Designation of reports: Technical Executive

Position Summary

The position will be responsible for supervising a team of technicians handling installations, demonstrations and repair for a full range of digital and mechanical range of products to ensure timely resolution of customer service requests and thus ensuring great customer experience and satisfaction by providing best-in-class after sales service and demonstration. The incumbent is expected to ensure this by following standard procedures, adept handling of the service agency as well as internal resources. The position is required to take ownership by displaying strong empathy to customers’ issues and complaints and ensure resolution within agreed timelines and up-to defined satisfaction standards.

Roles and Responsibilities:

• Take ownership to follow and monitor standard procedures and checklists to ensure that all possible customer touch points during standard demonstrations, installations and after sales compliant resolutions have a clear and standard approach to ensure immediate and effective solutions.
• Regularly monitor and improve key service metrics like Open job ageing, Resource Utilization, Cost of Service, Customer Satisfaction Score, Meantime to Repair, No. of escalations, etc. and prepare accurate reports
• Monitor the open service requests and continuously follow up with the technicians to ensure timely closure and up to defined satisfaction levels.
• Continually provide market and customer insights to the Service head to ensure the improvement of service processes.  
• To increase customer Satisfaction Score in the region by displaying proactive mindsets in resolution, doing continuous root cause analysis and sharing learnings within the team to ensure the improvement of satisfaction standards
• Recruit, mentor and develop service technicians and ensure clear instructions, process understanding and communication of performance criteria like turn-around time
• Maintain team rosters, allocation of jobs and territories to ensure a smooth and effective service delivery
• Ensure regular training and development of the service team to hone their technical and customer management skills
• Partner and collaborate with critical stakeholders in the sales team and product management team to ensure communication about customer feedback, to have a one team approach towards the end customer.
• Coordinate and ensure timely availability of spare parts in warehouses/ stores at respective locations.
• Proactively monitor and maintain optimum inventory level and manage distribution and reverse logistics of the spare parts.
• Act as the first point of contact for cases of escalation and provide timely response to customer feedback. Also educate the customer on further escalation points as per the escalation matrix.
• Monitor volumes on a regular basis and evaluate the capability of existing service centers to meet the volume-based demands. Calculate the ROI for the ASP/Franchisee to ensure that the ASP/Franchisee is ethically profitable. Recommend addition of service center capability as and when needed along with clear feedback and business case.
• Plan and schedule periodic surprise visits to service partners for audits, education on process changes, new product information, etc.
• Ensure timely warranty payments to ASP/Franchisee

Skills Required:

• Strong customer focus and empathy to not only troubleshoot when needed but to ensure proactive mechanisms to deliver on customer delight.
• Ability to drive a team with clear goals, instructions, communication and feedback.
• Ability to identify problems correctly using root cause analysis with business tools like Fishbone, decision trees, etc.
• Ability to collaborate cross-functionally to own customer problems as ONE ASSA ABLOY
• Ability to work under pressure and respond to ambiguous situations with limited information in a calm and patient manner.
• Advanced knowledge of MS Excel and PowerPoint
• Good communication both verbal and written.
• Ability to prioritize tasks based on customer and business requirement.

Educational Qualification and Experience:

• Graduate Engineers or Diploma/ITI qualified candidates in Electronics/ Electrical/Mechanical stream
• Relevant experience of 5 – 8 years with same industry/ consumer durables/ home appliances

Note: This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employee may be expected to perform other related duties as required to meet the ongoing needs of the organization.

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