Area Service Manager

Western Refrigeration Pvt Ltd; Ludhiana; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Western Refrigeration Pvt Ltd is seeking an experienced Area Service Manager for Ludhiana to lead after-sales service operations across the territory, ensuring customer satisfaction, service efficiency, and key KPI achievement. You will oversee service partners, dealers, and service teams, handle escalations, and drive revenue through AMC and spare parts.

The role requires 5-8 years in after-sales/service, strong Excel/CRM usage, and willingness to travel within the territory.

Qualifications

• 5-8 years of experience in after-sales/service operations.
• Experience in dealer/ASC/ASP management and customer complaint handling.
• Strong team handling, communication and negotiation skills.
• Good knowledge of MS Excel, CRM and service MIS.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage end-to-end after-sales service operations for the assigned territory.
• Monitor and improve TAT, CSAT/NPS, repeat complaints, open calls and service pendency.
• Manage and evaluate Authorized Service Centers/Service Partners and dealers.
• Conduct regular market, dealer and service partner visits.
• Ensure adequate availability of spares, manpower and service infrastructure.
• Handle customer escalations and ensure timely resolution of complaints.
• Conduct regular performance reviews of service partners and initiate corrective actions.
• Ensure compliance with company service policies, processes and quality standards.
• Identify service gaps and support service network expansion in the territory.
• Conduct product, technical and customer-handling training for service teams/partners.
• Drive AMC, spare parts and other service revenue where applicable.
• Prepare and share weekly/monthly service MIS and performance reports.

Job description

Area Service Manager Ludhiana

Location: Ludhiana, Punjab
Experience: 5 to 8 Years
Industry: Consumer Durables
Function: Service / After-Sales

Job Summary

We are looking for an experienced Area Service Manager to manage after-sales service operations across the assigned territory, ensuring customer satisfaction, service efficiency, partner performance, and achievement of service KPIs. The role will involve managing service partners/ASPs, dealers, service teams, complaints, and service network performance.

Key Responsibilities

• Manage end-to-end after-sales service operations for the assigned territory.
• Monitor and improve TAT, CSAT/NPS, repeat complaints, open calls and service pendency.
• Manage and evaluate Authorized Service Centers/Service Partners and dealers.
• Conduct regular market, dealer and service partner visits.
• Ensure adequate availability of spares, manpower and service infrastructure.
• Handle customer escalations and ensure timely resolution of complaints.
• Conduct regular performance reviews of service partners and initiate corrective actions.
• Ensure compliance with company service policies, processes and quality standards.
• Identify service gaps and support service network expansion in the assigned territory.
• Conduct product, technical and customer-handling training for service teams/partners.
• Drive AMC, spare parts and other service revenue wherever applicable.
• Prepare and share weekly/monthly service MIS and performance reports.
• Coordinate with Sales, Technical, Logistics and HO teams for smooth service operations.
• Monitor competitor activities and provide market feedback to the management.

Candidate Profile

• Graduate / Diploma / BE/B.Tech preferred.
• 5-8 years of experience in after-sales/service operations, preferably from the Consumer Durable industry.
• Experience in dealer/ASC/ASP management and customer complaint handling.
• Strong team handling, communication and negotiation skills.
• Good knowledge of MS Excel, CRM and service MIS.
• Strong analytical and problem-solving skills.
• Willingness to travel extensively within the assigned territory.

Preferred Industry

Consumer Electronics / Home Appliances / Air Conditioning / Refrigeration / Electrical & Consumer Durables

Key Skills

After-Sales Service | Dealer Management | ASP/ASC Management | Customer Escalation | Service Operations | Team Handling | CRM | Service MIS | TAT & CSAT | Spare Parts Management | AMC Revenue