Regional Tech Support Executive
6 days ago
Job Description: Regional Tech Support Officer (W&W)
Job Details: To manage seamless service support thru' the existing service network connecting all stakeholders – customers, associates, retail channels delivering the service KPIs, support the associates to achieve the service KPIs fulfilling the technical training need and need for parts & accessories, influence sale of parts & accessories through strong connect with associates & internal retail team. Thus, ensure timely customer complaint resolution promise met up upholding the Titan promise of quality and customer delight.
After sales support: Technical Support: After sales service
Setup service centre - discuss and coordinate with IRSG for layout and establishing
Equipment supply
Identification Training needs and of new skills – All technical manpower under
region
Ensuring the supply of equipment
Coordinate with the regional teams in organizing exhibitions for dealer/ distributors for showcasing newly developed straps
To ensure Quick and Quality Service across region
Manage operations of the service centres by ensuring the availability of spare parts, handling technical issues, handling spurious parts, manger customer escalations, manpower availability etc.
Interview potential candidates and select them based on defined selection criteria
Develop on boarding plan for the selected technicians
Develop in-house capability for servicing new technologies like smart watches etc.
10. Conduct organization wide recognition program like impressions for the customer service function for all the customer facing roles
11. Coordinate with the regional teams in organizing exhibitions for dealer/ distributors for showcasing newly developed straps
12. Support the regional teams in addressing queries related to spurious parts/ products
13. Conduct stock audit and commercial compliance on periodic basis
14. Monitoring the GPRC/WRA/WDC/PRP process-
15. Drive operational excellence and workplace discipline across all the service centres
16. Identify requirement in the store for technicians against attrition/ new stores for all EBO/ authorised service centres
17. Conduct periodic pre-sales audits on the stocks available in the stores and with distributors to ensure defect-free sales to the customers
Work ExperienceEducation: Graduate in Science, Commerce, business admin etc or equal ant
Relevant Experience: Experience with any consumer durable company sales / service
Behavioral Skills
• Customer orientation
• People management
• Ambiguity tolerance
Knowledge
• Business acumen
• Vendor management
• Knowledge of watch industries
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