Area Service Manager

Whirlpool India; Ballari District; On-site; INR 450,000 - 650,000; Full time

Job summary

Whirlpool India is seeking a role focused on ensuring quality operations from service partners. You will supervise partner performance, monitor key service metrics, and support partners in educating engineers for better customer interactions.

The role involves defect resolution with trade partners, stock management for spare parts, and coordinating with the service team to meet targets. It emphasizes improving customer service quality across the partner network.

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
• Assist service partners in stock management for spare parts
• 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
• Perform periodic stock checks at trade partner go downs and minimize stock defects and repair costs
• Provide engineering solutions to issues faced by Service Engineers
• 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
• Coordinate with Branch Service Manager and Service Team for targets and product modifications
• External Meeting up with Service Partners to ensure efficient customer service

Skills

Quality assurance

Customer service

Service partner management

Training and coaching

Stock management

Job description

This role in summary

To Ensure Quality Of Operations Provided By Service Partners Of A Key partners

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 go downs and minimize 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

• Coordinate with Branch Service Manager and Service Team for targets and product modifications
• External Meeting up with Service Partners to ensure efficient customer service