Area Service Manager

18 hours ago

Kottayam, India Indkal Technologies Pvt Ltd Full time

Job Title: Area Service Manager Department: Service Operations Location: PAN India (Based on Business Requirement) Reporting To: Regional Service Manager / National Service Head Employment Type: Full-Time Experience: 6–10 Years Industry: Consumer Electronics / Home Appliances Company Overview Indkal Technologies is a fast-growing Indian consumer electronics and home appliances company, founded in 2020 and headquartered in Bengaluru. The company operates under global trademark licensing agreements for brands such as Acer and Black & Decker, and has also introduced its in-house brand Wobble. With a strong emphasis on ‘Make in India’, Indkal manufactures over 70% of its product range locally, aiming for 90% localization by the end of 2024. The product portfolio includes Smart TVs, Air Conditioners, Washing Machines, Smartphones (launching 2025), and TWS Audio Products. Indkal is currently present in 12,000+ retail stores across India and is on an aggressive growth path, aiming to become one of the leading players in Indian consumer electronics. Key Responsibilities Service Operations Management Manage end-to-end service operations for the assigned area, ensuring timely and quality service delivery. Monitor and improve service KPIs such as TAT, FTR, NPS, and customer satisfaction scores. Ensure adherence to service processes, warranty guidelines, and company standards. Service Partner & ASC (Authorized Service Center) Management Appoint, onboard, and manage Authorized Service Centers in the region. Train and support service partners, technicians, and field teams regularly. Conduct periodic audits of ASCs to ensure process compliance and performance effectiveness. Customer Support & Escalation Handling Act as the point of contact for escalated customer complaints in the region. Coordinate with internal teams (Quality, R&D, Logistics, Sales) to resolve issues quickly. Ensure proactive follow-up to maintain high customer satisfaction. Spare Parts & Inventory Control Ensure availability and timely supply of spare parts in the region. Monitor parts consumption, leakage, and cost optimizations. Maintain accurate inventory levels in coordination with the central spares team. Field Team Leadership Lead and guide field service engineers, technicians, and ASC teams. Plan manpower deployment to meet service requirements efficiently. Conduct periodic training on product knowledge and service processes. Quality Feedback & Market Insights Gather product performance feedback from the field and provide data-based insights to Quality and R&D teams. Identify recurring issues and drive corrective actions with cross-functional teams. Reporting & Compliance Provide timely reports covering service performance, KPIs, escalations, and ASC performance. Ensure compliance with company policies, safety standards, and documentation practices. Requirements Bachelor's degree in engineering (EEE/ECE/Mechanical) or a related technical field. 6–10 years of experience in Service/After-Sales management within Consumer Electronics or Home Appliances. Strong understanding of service operations, warranty management, and ASC management. Ability to lead and motivate field teams and service partners. Excellent communication, customer-handling, and problem-solving skills. Proficiency in service MIS tools, reporting, and process management. Willingness to travel extensively within assigned regions.

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