Area Service Manager

Whirlpool India Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Whirlpool India Limited is seeking a Quality Operations Supervisor to oversee service partner performance and ensure consistent customer service quality across the trade network. You will monitor key metrics, guide service engineers, manage spare parts stock with partners, and drive sales of accessories while coordinating with branch teams to meet targets.

Strong focus on defect resolution, training, and effective communication with trade partners is essential to deliver superior service and

Responsibilities

• Supervision of Service Partner Operations
• Ensure quality of customer service provided by service partners; monitor open calls, same-day closures, and escalations
• Assist service partners in educating service engineers about handling customer interactions
• Validate replacement calls and initiate the process from service end; assist in stock management for spare parts
• Defect Management and Trade
• Maintain trade partner satisfaction by timely resolution of defective products at the shop floor
• Provide swift response to escalated customer issues raised by trade partners; perform stock checks at partner godowns and minimise defects
• Training of Service Engineers
• Provide engineering solutions to issues faced by Service Engineers; guide in soft skills and customer interaction; provide technical support
• Sales and revenue
• Internal - Coordinate with Branch Service Manager and Service Team for targets and product modifications
• External - Meeting up with Service Partners to ensure efficient customer service
• Provide guidance and technical support to Service Engineers
• Meeting up with trade partners and ensure defect resolutions
• Promote sales of accessories, water products, spare parts and stabilisers; interface with service quality team and service partners to communicate targets and incentive schemes

Job description

To Ensure Quality Of Operations Provided By Service Partners Of A Key partners

Territory, Provide Service to Trade Partners and Maintain Revenue From Sale By Service Partner

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 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 Perform periodic stock checks at trade partner godowns and minimise stock defects and repair costs
• Training of Service Engineers
• Provide engineering solutions to issues faced by Service Engineers 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
• Internal - Coordinate with Branch Service Manager and Service Team for targets and product modifications
• External Meeting up with Service Partners to ensure efficient customer service
• Provide guidance and technical support to Service Engineers
• Meeting up with trade partners and ensure defect resolutions
• Promote sales of accessories, water products, spare parts and stabilisers to the Interface with service quality team and service partners to communicate targets and incentive schemes Quality of Service Partner operations Defect resolution for Trade Partners Technical support to service engineers Sale of accessories and other products