Area Service Manager

TTK Prestige Ltd.; Kolkata District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

TTK Prestige Ltd. in Kolkata is seeking a Senior Service Delivery Manager with 8+ years of field services management experience in consumer durables/FMCG to lead the service team and franchisee partners.

You will monitor service partners, allocate technicians, and oversee daily service operations and documentation. Responsibilities include managing customer interactions, service costs, parts logistics, and third-party vendors, with a focus on SLA adherence, customer satisfaction, and network

Qualifications

• 8+ years of field services management experience in Consumer Durables/FMCG.
• Experience in handling a large service center and leading the services team.
• Ability to manage franchisee partners and multiple stakeholders.

Responsibilities

• Monitor daily service partners pending job management and parts availability.
• Allocate home service technicians and document service activities in the system.
• Oversee service operations, including walk-ins, break-fix, and logistics.
• Manage third-party vendors, customer relationships, and SLA adherence.
• Control service costs and drive customer satisfaction and network expansion.
• Ensure inventory levels and staff availability align with workload.
• Audit processes with service partners and communicate updates.

Skills

Field services management

People management

Job description

Role & responsibilities

• We are seeking a candidate with 8 years or more of field services management experience in Consumer Durables/ FMCG Industry preferably with core experience in handling a large service center in a Service delivery role. He should be capable of leading the services team & the Franchisee partners under that Branch.
• The role will have to do daily monitoring of Service partners pending job management, Parts availability, Home service technician allocation monitoring & documentation of the service related activities in the companys service software and records maintenance.
• Monitor and allocate the service supervisors daily service activity.
• The role will encompass managing customer walk-ins at ASC, break-fix solutions, service operations, parts/ sets distribution & logistics, Repair centers management, Technical Support, Customer Relationship and manage Third Party Vendors.
• The role is also responsible for Service cost control, Customer SLAs adherence, Customer Satisfaction & service network upgrade and expansion. People management and Cost optimization are critical to this function.
• ASC Monthly warranty payment monitoring and submission to HO & Commercial.
• Periodic visits to Service partners for Audit of process adherence, Education on process changes, new product information etc.
• Management of customer issues and provide timely responses to customer feedback.
• Ability to work with multiple stakeholders and Third parties.
• Strong analytical and problem solving abilities.
• Direct Interaction with customers.
• Manpower availability as per workload and allocate the resource for an effective service delivery.
• Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards.
• Proactively monitor & maintain optimum inventory level and distribution of spare parts.
• Improve service channel staffs technical & customer handling skills through continuous education.

Preferred candidate profile

• Good experience in customer support & service delivery roles.
• Agile and customer centric.