Area Service Manager

Whirlpool; Jalandhar; On-site; INR 600,000 - 900,000; Full time

Job summary

Whirlpool in India seeks a role focused on ensuring quality of operations provided by service partners and retailers. The position emphasizes supervising service partner operations and maintaining service standards across the network.

You will monitor metrics such as open calls, closures, escalations, and stock management for spare parts; you will train service engineers in customer interactions and support sales coordination with branches.

Responsibilities

• Supervise service partner operations and ensure overall service quality across the partner network.
• Monitor service quality metrics such as open calls, same-day closures, and escalations; drive improvements.
• Assist service partners in educating service engineers on customer interactions and attitudes.
• Validate replacement calls and support stock management for spare parts.

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