Area Service Manager

1 week ago

Jaipur, India Kohler Full time

Introduction: At Kohler Co.,we are a leading global manufacturer in the plumbing industry, known for our high-quality products, innovative designs, and commitment to customer satisfaction. We are currently seeking a highly motivated and experienced individual to join our team as an Area Service Manager.

A. Technical Service Operations

  • Monitor and review Service Level Agreement (SLAs) such as Response TAT, Resolution TAT and Open calls with the field team, service partners as well as with the senior management.
  • Build Kohler Authorized Service Partner (KASP) network and field force management according to the call volume and business needs.
  • Drive Service Operations with Process Compliance and ensure organization's processes and policies are adhered by KASP.
  • Assist service partners in educating service technicians about the right attitude for handling customer interactions.
  • Provide swift response to escalated customer issues.
  • Analyzing the reasons for delay in servicing for better control and taking timely actions to correct the situation if required.
  • Provide inputs to Business, KASP field Service operations, training, and quality team as applicable.

B. Spares Management and Warranties

  • Perform periodic stock checks at Service Partner store and maintain the necessary inventory based on consumption trend analysis.
  • Forecast and indent through demand planning for the spares and participate in the S and OP process of modulating demand, establish reorder levels and safety stocks.
  • Coordination with supply chain team for Spare Parts availability in case of high lead times
  • Play a key role in evaluating Warranty claims received from the field team and initiate the replacement process as per the policy.
  • Periodically update the senior management on the quality and performance of Kohler products.

C. Service Revenue

  • Promote sales of genuine accessories, spare parts, and value-added products to the customers.
  • Promote Preventive maintenance contract to new customers & ensure the renewal of existing maintenance contracts.

D. Business Support

  • Market visit for meeting & providing technical support to Trade partners and customers such as Architect, Builder, MEP & Plumbers.
  • Train and maintain the data base of Kohler trained plumbers/plumbing contractors in Kohler India represented areas.
  • Execute Service camps at project accounts to build the confidence on Kohler product performance and ensure to avoid workmanship errors while installation at ongoing sites.

Skills and Proficiencies Expected

  • Sound knowledge of the basic customer service management principles.
  • Expert in Service partner management and people handling skills.
  • Comfortable in dealing with people with different backgrounds and responsibilities.
  • Must possess an engineering bent of mind in discerning the problem and arriving at solutions. High process orientation and engineering proficiency.
  • Agile to understand changes and have creative thinking to achieve the goal.

  • SKU management, detailing and good analytical ability.

  • Data interpretation skills and good written and verbal communication skills.

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