Area Service Manager

Whirlpool; Jodhpur; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Whirlpool is seeking to strengthen its service partner operations in Jodhpur, focusing on ensuring customer service quality and effective collaboration with partners. The role involves monitoring performance metrics, training partners’ engineers in customer interactions, and coordinating stock management for spare parts to minimize defects and costs.

Responsibilities include driving quality improvements, handling defective product issues with trade partners, and coordinating with the branch

Responsibilities

• 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

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