Area Service Manager

Whirlpool India Limited; Goa; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Whirlpool India Limited seeks a Service Partner Operations lead to supervise partner activities, ensure high-quality customer service, and drive improvements across defects and stock management. You will educate engineers on proper customer handling and coordinate with branch teams to meet service targets.

The role emphasizes proactive communication with trade partners, escalation handling, and promoting accessories and spare parts to maintain customer satisfaction and brand integrity.

Qualifications

• Knowledge of mechanical or electrical concepts and theory.
• Passion for products, brands, and consumer needs.
• Sales intuition to identify opportunities and influence outcomes.
• Strong communication and interpersonal skills.
• Willingness to take informed risks and pursue ambitious goals.
• Demonstrated drive to win and deliver results.

Responsibilities

• Supervise Service Partner Operations and ensure quality of customer service.
• Regularly monitor and improve service quality metrics (open calls, closures, escalations).
• Assist service partners in training engineers on customer interactions.
• Validate replacement calls and coordinate stock management for spare parts.
• Manage defect resolution and maintain trade partner satisfaction.
• Provide engineering support and guidance to service engineers on repairs and soft skills.
• Coordinate with Branch Service Manager and service teams on targets and product changes.
• Engage with trade partners through meetings to ensure effective service delivery.
• Promote sale of accessories, water products, spare parts and stabilisers to partners.

Skills

Mechanical concepts

Electrical concepts

Passion for products/brands

Sales intuition

Communication skills

Boldness and risk taking

Drive and persistence

Job description

• 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
• 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

Preferred skills and experiences

• Mechanical/Electrical concepts and theory Have Passion – for our products, brands and consumer Sales intuitiveness Be Bold – follow your aspirations and develop plans to Good communication skills achieve what many think is not possible; informed risk taking is rewarded
• Play To Win – consistently demonstrate the drive,
• determination and persistence to succeed