Service Delivery Specialist

1 day ago

Delhi NCR Delhi, India beBeeServiceDelivery Full time ₹ 6,00,000 - ₹ 12,00,000

Key Role:

A dedicated professional is required to deliver exceptional service and ensure customer satisfaction.

The successful candidate will be responsible for managing product/service installation, break-fix services, and resolving customer complaints in a timely manner.

  • Effective management of Authorized Service Providers (ASPs) to meet First Visit Time (FVT) and Closure Visit Time (CVT) norms.
  • Ensuring speedy resolution of problems and monitoring service delivery quality and response patterns.
  • Working to improve the Customer Satisfaction Index (CSI) and achieving customer accolades.

Additional Responsibilities:

  • Managing ASPs, their performance, and resources for effective service delivery.
  • Coordinating with Wholesale Dealers (WDs) to ensure requisite service to WD end customers.
  • Monitoring service activities of dealers to provide a uniform service experience to customers through the dealer channel.

Performance Metrics:

  • Achieving service revenue as per plan by planning and conducting revenue generation activities.
  • Managing outstanding accounts receivable as per norms.

Training and Development:

  • Providing training to ASP and WD technicians on new products.
  • Conducting Tool Box Talks and Accompanied Visits on products and soft skills for ASP, contractor, franchise, and WD personnel.
  • Delivering hands-on training to branch, ASP, and dealer personnel on IT systems and digital apps for effective utilization.

Warehouse Operations:

  • Categorizing products to maximize conversion to Finished Goods (FG).
  • Timely categorization of defective stock and subsequent repair of D3/DF3 stock in a time-bound manner.
  • Tracking warehouse spares stock for optimal levels, effective utilization, and reduction.

Key Areas of Focus:

  • Service delivery and customer satisfaction.
  • Authorized Service Provider (ASP) and Wholesale Dealer (WD) Management.
  • Revenue Generation and working capital management.
  • IT Systems Usage and Training.
  • Warehouse activities, including categorization, spares stock control, and compliance.

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