Designation : Area Service Manager

Experience : Service Industry with minimum 0 - 2Years

Education : Engineering

Specific knowledge : Service Network & Processes, Appliance service methodology, Trade relationship

Job Description :

Monitor the overall service operation in the assigned area.

- Visit trade and ISP regularly as per PJP

- Ensure ISP is attending the calls as per norms and providing required updates to back office team.

- Ensure ISP is visiting key dealers and resolving service related requirements.

- Upkeep the Trade Satisfaction level and initiate corrective measures based on feedback.

- Ensure Service Delivery measures are achieved through monitoring Own Technician and ISP operation.

- Ensure and enhance the productivity of Own technicians.

- Ensure to achieve revenue target assigned for the territory

- Monitor the ageing of calls and focus on closing the calls in system

- Ensure key parameters of service delivery, like Wait Time, Down Time and First Time Fix are achieved as per standards.

- Identify and recruit the right candidates, ISP for performing the role as per norms.

- Identify the training requirements and arrange to impart required trainings for entire team.

- Track over all Open calls and proactively engage with all stakeholders and focus towards reducing the pendency.

- Liaison with Branch office and call center and provide proper resolution to all escalated customer calls.

- Ensure the ISP technicians are trained in all aspects, identify gaps and take appropriate action.

- Ensure the spare parts are used as per norms and laid out procedure are followed in settling the spares by ISP and Own technicians.

- Ensure the Consignment stocks issued are utilized for achieving the service delivery and monitor the ageing.

- Ensure the entire outstanding of ISP are cleared and healthy ageing is maintained by ISP.

- Perform audits on Spare replacement calls, OW cancelled calls and Service charges collected calls and initiate appropriate corrective measure

- Monitor the ISP claims and bills and ensure payment is made as per process.

- Monitor the standby appliance usage and tracking with ageing.

- Coordinate with ISP team for escalated calls and provide resolution.

- Follow up on spare pending calls and focus in reducing the ageing of pending calls.

- Monitor the CCC generation and repeat call management.

- Take appropriate actions based on NPS survey feedback and audit feedback.

- Ensure adherence of ICS process and documentation.

- Liaison for escalated and CDRF calls with respective HO team

- Liaison with sales, commercial, HO & Branch service team to resolve customer, dealer and ISP related concerns.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.