area service manager

Onsitego; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Digicare Services in Bengaluru is seeking an experienced Senior Manager to oversee after-sales service operations. You will identify and onboard ASPs, manage the network, and drive KPIs like CSAT and FTR while ensuring SOP adherence.

You will lead audits, inventory controls, and revenue initiatives through ASPs, engaging with retail partners and reporting to Head Office. A strong background in electronics/telecom services and stakeholder management is required.

Qualifications

• Bachelor's degree in a relevant field.
• 10–15 years in after-sales service management, electronics/telecom/durables.
• Strong communication and stakeholder management skills.
• Analytical mindset with data reporting and auditing capabilities.
• Experience leading ASP/vendor relationships.

Responsibilities

• Identify, evaluate, and onboard new Authorized Service Providers (ASPs) as per regional requirements.
• Manage the ASP network with onboarding, training, audits, and claim processing.
• Monitor KPIs such as TAT, CSAT, and FTR to drive performance.
• Conduct training sessions and ensure ASPs follow SOPs.
• Ensure 100% return of defective or unused parts to warehouses within timelines.
• Conduct monthly audits of service locations and report to Head Office.
• Drive EW sales, accessory sales, and OoW collections through ASPs.
• Visit brand retail stores to build relationships and share reports with KAMs.

Skills

Service operations

Stakeholder management

Data reporting & analytics

Team leadership

ASP/vendor management

Education

Bachelor's degree

Tools

CRM software

MS Office

Service management tools

Job description

Company Overview

Digicare Services is the leading after-sales services provider for handheld products like Mobile handsets, Tablets, Cameras and consumer electronics & consumer durables products including Air conditioners, Washing machines, Refrigerators, LED/LCD TVs etcetera.

Our vision is to be a global company that provides world-class customer experience while continuously working towards creating better lives.

Website: www.digicare.com

Roles And Responsibilities

• ASP Identification & Onboarding: Identify, evaluate, and onboard new Authorized Service Providers (ASPs) as per regional requirements.
• ASP Network Management: Effectively manage the ASP network through onboarding, regular training, audits, and timely claim processing.
• KPI Achievement: Monitor and drive key performance indicators (KPIs) such as TAT (Turnaround Time), CSAT (Customer Satisfaction), FTR (First Time Resolution), etc.
• Training & Compliance: Conduct training sessions and ensure ASPs adhere to brand processes and standard operating procedures (SOPs).
• Defective Parts Return: Ensure 100% return of defective or unused parts to Qdigi/OEM warehouses within agreed timelines.
• Inventory Control & Audits: Conduct monthly audits at each service location, sign off inventory, and report back to the Head Office.
• Revenue & Collection Initiatives: Drive extended warranty (EW) sales, accessory sales, and Out-of-Warranty (OoW) collections through ASPs.
• Retail Store Engagement: Make regular visits to brand retail stores, build strong relationships with store teams, and share consolidated reports with Key Account Managers (KAMs).

Desired Candidate Profile

• Strong knowledge of service operations and after-sales processes
• Excellent communication and stakeholder management skills
• Analytical mindset with proficiency in data reporting and audits
• Team leadership and ASP/vendor management experience
• Proficient in MS Office and service management tools/CRMs

Qualification

• Bachelor's degree
• 10 - 15 years of experience in after-sales service management, preferably in electronics/telecom/consumer durables