Branch Head

16 hours ago

Thiruvananthapuram, Kerala, India Petra Infoserv Pvt Ltd Full time

Job description:

  • Responsible for overall service operations management at the branch, ensuring effective coordination, scheduling, and execution of all service calls related to HP and Lenovo brands.
  • Manages both warranty and out-of-warranty (OOW) service processes, ensuring adherence to brand-specific policies, documentation, and reporting requirements.
  • Coordinates daily HP and Lenovo call allocation, ensuring optimal assignment of service jobs to field engineers based on skill set, availability, and location.
  • Attends and actively participates in HP and Lenovo review meetings, presenting updates on open calls, service performance, escalations, and improvement actions.
  • Provides technical support to engineers onsite and offsite, assisting in fault diagnosis, escalation handling, and part compatibility verification.
  • Tracks daily open calls, ensuring timely updates, part indenting, resolution, and closure in compliance with OEM SLAs and internal KPIs.
  • Maintains proper handling of warranty validations, approvals, part replacements, and supports the processing of OOW service calls, estimates, and billing.
  • Coordinates with customer support teams for efficient communication and escalation handling, ensuring high customer satisfaction.
  • Oversees spare parts inventory, ensuring availability of commonly used items for both brands, and timely ordering of specific parts to avoid service delays.
  • Drives branch performance metrics including call closure rate, first-time fix rate, customer feedback, and turnaround time.
  • Supports and motivates the technical team, ensuring they are well-informed about product updates, process changes, and safety standards.
  • Identifies service gaps, suggests process improvements, and ensures consistent service quality across all customer touchpoints.
  • Maintains proper records for reporting and audits, including warranty claims, OOW billing, spare consumption, and branch service logs.
  • Participates in regular review meetings and provides inputs on service performance and process improvements.

Preferred Qualifications and Skills

  • Experience in managing service operations, preferably for a laptop/desktop service center.
  • Strong coordination skills.
  • Technical background (Diploma or Degree).
  • Good analytical and problem-solving skills.

Job Type: Full-time

Pay: ₹16, ₹20,000.00 per month

Work Location: Remote

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