Area Service Manager

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

Job summary

Whirlpool in Mumbai seeks a seasoned service operations professional to supervise service partner activities and ensure high-quality customer service across the network.

You will monitor key quality metrics, educate service engineers on customer interactions, validate replacement calls, and assist with spare parts stock management. The role also involves coordinating with the Branch Service Manager for targets and meeting with service partners to drive efficient service delivery.

Qualifications

• Experience 3 to 10 years in service.
• Industry: Consumer Durable, D2H and Automobile Industry only.

Responsibilities

• Supervise service partner operations to ensure quality of customer service
• Monitor open calls, same-day closures and escalations to improve service quality
• Educate service engineers on customer interactions and attitude
• Validate replacement calls and assist with stock management for spare parts
• Maintain trade partner satisfaction by timely resolution of defective products
• Respond to escalated issues from trade partners
• Provide engineering solutions to issues faced by service engineers and guide them in soft skills and customer interaction
• Coordinate with Branch Service Manager and Service Team for targets and product modifications
• Meet with service partners to ensure efficient customer service

Skills

Service experience

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