Area Service Manager

3 days ago

Delhi NCR, India Whirlpool Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role & responsibilities

Supervision of Service Partner Operations

  • Ensure quality of customer service provided by service partners Regularly monitor and help improve service quality parameters like open calls, same day closures, escalations of each service partner
  • Assist service partners in educating service engineers about the right  attitude for handling customer interactions
  • Validate replacement calls and initiate the process from service end o Assist service partners in stock management for spare parts

Defect Management and Trade

  • Maintain trade partner satisfaction by providing timely resolution in case of defective products at the shop floor
  • Provide swift response to escalated customer issues raised by trade partners o Perform periodic stock checks at trade partner godowns and minimise stock defects and repair costs

Training of Service Engineers

  • Provide engineering solutions to issues faced by Service Engineers o Guide the service engineers to excel in soft skills and customer interaction Provide technical support to build expertise in specific product repairs and  new products

Sales and Revenue

  • Promote sales of accessories, water products, spare parts and stabilisers to the service partners
  • Interface with service quality team and service partners to communicate targets and incentive scheme

Preferred candidate profile

5+ years of relevant experience into Field Service/Area Service/After Sales operations

Awareness about Kolkata region and nearby territories

Industry Preference: Consumer Electronics & Home Appliances / D2H / Telecom

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