Area Service Manager

Whirlpool; Madurai District; On-site; INR 420,000 - 540,000; Full time

Job summary

Whirlpool is seeking a proactive candidate to oversee service partner operations, ensuring quality customer service and adherence to defined metrics. You will work with branch service teams to drive service excellence across the network.

Responsibilities include supervising service partners, handling defect resolution with trade partners, training service engineers, and coordinating sales initiatives to meet targets. Experience in consumer durable service sectors is preferred.

Qualifications

• Experience: 3 to 10 years in service.
• Industry: Consumer Durables, D2H and Automobile sectors.
• Experience in service partner operations and field service management.

Responsibilities

• Ensure quality of customer service provided by service partners.
• Monitor service quality metrics (open calls, same day closures, escalations) for each service partner.
• Assist service partners in educating service engineers about handling customer interactions.
• Validate replacement calls and assist in stock management for spare parts.
• Maintain trade partner satisfaction by timely resolution of defects at the shop floor.
• Provide swift responses to escalated trade partner issues.
• Perform periodic stock checks at trade partner go-downs to minimize defects and repair costs.
• Provide engineering solutions to issues faced by Service Engineers and guide in soft skills and customer interaction.
• Provide technical support to build expertise in product repairs and new products.
• Coordinate with Branch Service Manager and Service Team for targets and product modifications.
• Meet with Service Partners to ensure efficient customer service.

Job description

Roles and 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

Preferred candidate profile

Experience : 3 to 10 yrs of service experience

Industry: Consumer Durable, D2H and Automobile Industry only