Area Service Manager - Kolkata

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