Area Service Manager

Whirlpool; Khordha; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Whirlpool in India seeks a role to ensure quality of operations provided by service partners and to supervise partner operations. The position emphasizes maintaining high customer service standards and coordinating with service teams.

You will monitor metrics like open calls, same-day closures, and escalations; assist partners in training service engineers on customer interactions; and manage spare-parts stock with partners to support defect resolutions and service quality.

Qualifications

• Supervision of service partner operations and quality control.
• Monitor service quality parameters: open calls, same-day closures, escalations.
• Educate service engineers on customer interaction attitudes.
• Assist service partners in stock management for spare parts.
• Manage defect resolution and trade partner satisfaction.

Responsibilities

• Maintain trade partner satisfaction by timely resolution of defects and escalations.
• 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.
• Coordinate with Branch Service Manager and Service Team for targets and product modifications.
• Meet 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