Area Service Manager

Whirlpool India Limited; Bathinda; On-site; INR 500,000 - 900,000; Full time

Job summary

Whirlpool India Limited is seeking a Service Partner Operations Supervisor in Bathinda to ensure quality of operations provided by key service partners and to maintain revenue through effective service partner activities.

The role involves supervising partner operations, monitoring service quality, training engineers, managing stock of spare parts, and driving sales of accessories and stabilisers in collaboration with service and quality teams.

Qualifications

• B.Tech in relevant field
• Experience in service partner operations preferred

Responsibilities

• Supervise Service Partner Operations
• Monitor and improve service quality parameters (open calls, same-day closures, escalations)
• Assist service partners in educating engineers on customer interactions
• Validate replacement calls and initiate service-end processes
• Assist in stock management for spare parts
• Defect management and trade support
• Maintain trade partner satisfaction with timely resolutions for defective products
• Respond swiftly to escalated issues raised by trade partners
• Stock checks at trade partner godowns to minimize defects and repair costs
• Train Service Engineers and provide engineering solutions
• Coordinate with Branch Service Manager and Service Team for targets and product modifications
• Meet with service partners to ensure efficient customer service
• Provide technical support to Service Engineers
• Support sales of accessories and stabilisers to partners
• Interface with service quality team to communicate targets and incentive schemes

Skills

Supervision

Quality assurance

Customer service

Training

Stock mgmt

Escalation handling

Technical support

Sales support

Education

B.Tech

Job description

This role in summary

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

Territory, Provide Service to Trade Partners and Maintain Revenue From Sale By Service Partner

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
• Internal - Coordinate with Branch Service Manager and Service Team for targets and product modifications
• External Meeting up with Service Partners to ensure efficient customer service
• Provide guidance and technical support to Service Engineers
• Meeting up with trade partners and ensure defect resolutions
• Promote sales of accessories, water products, spare parts and stabilisers to the Interface with service quality team and service partners to communicate targets and incentive schemes Quality of Service Partner operations Defect resolution for Trade Partners Technical support to service engineers Sale of accessories and other products

Minimum requirements

B.Tech