Area Service Manager
16 hours ago
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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▷ 3 Days Left: Area Service Manager
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