Regional Service Manager

4 weeks ago


Kolkata, West Bengal, India Nothing Full time

About the Role:

We are seeking a seasoned Regional Service Manager to oversee customer service operations for the West region in India. As a key member of our team, you will be responsible for managing service processes, developing strategies to ensure timely resolution of customer issues, and collaborating with sales and service partners to ensure seamless service delivery.

Key Responsibilities:

  • Manage and oversee all service operations for smartphones and IoT devices within the designated region.
  • Develop and implement service strategies to ensure timely and efficient resolution of customer issues and inquiries.
  • Monitor service metrics and KPIs to identify areas for improvement and implement corrective actions as needed.
  • Conduct regular audits of service processes, procedures, and documentation to ensure compliance with company standards and industry regulations.
  • Build strong relationships with sales and service partners, vendors, and internal stakeholders to ensure seamless service delivery.
  • Provide technical support and guidance to service technicians and customer support teams as needed.
  • Conduct regular training sessions to ensure service technicians are up-to-date on product knowledge and troubleshooting techniques.
  • Collaborate with the sales team to identify service upselling and cross-selling opportunities.
  • Ensure compliance with company policies, procedures, and industry regulations.
  • Prepare and present regular reports on service performance, trends, and opportunities for improvement to senior management.

Requirements:

  • Bachelor's degree or diploma in Business Administration, Engineering, or related field.
  • Minimum of 08 years of experience in service management, preferably in the consumer electronics or telecommunications industry.
  • Strong technical expertise in smartphones and IoT devices, including knowledge of hardware, software, and troubleshooting techniques.
  • Proven leadership skills with the ability to motivate and inspire cross-functional teams.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and stakeholders at all levels.
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Strong organizational skills with the ability to manage multiple priorities and deadlines effectively.
  • Willingness to travel within the designated region as needed.
  • Fluency in English and local languages is preferred.


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