Area Service Manager

Whirlpool India; Karnataka; On-site; INR 600,000 - 800,000; Full time

Job summary

Whirlpool India is seeking an Operations Quality role to oversee service partner performance and ensure high standards of customer service delivered at the point of sale and after-sales touchpoints.

The role focuses on supervising service partner operations, monitoring call handling quality, assisting partners in stock management for spare parts, and driving improvements in service quality and customer satisfaction.

Responsibilities

• Supervision of Service Partner Operations
• Maintain quality of customer service provided by service partners
• Monitor service quality parameters (open calls, same day closures, escalations)
• Educate service engineers on customer interactions
• Validate replacement calls and assist in spare parts stock management
• Improve defect resolution for trade partners
• Provide technical support to service engineers for repair accuracy

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