Area Service Manager

TTK Prestige; New Delhi; Sur place; INR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

TTK Prestige Ltd. is seeking an experienced Service Delivery Manager with 8+ years in field services management within the consumer durables sector.

The role involves leading the service team and franchisee partners, monitoring partner performance, and ensuring efficient service delivery across the branch. You will supervise daily activities, coordinate technicians, manage parts logistics, and oversee customer interactions, ensuring adherence to process standards and improving customer

Qualifications

• 8+ years in field services management in the consumer durables industry.
• Experience handling a large service center in a service delivery role.
• Ability to lead the services team and franchisee partners under the branch.
• Monitor service partners’ pending job management and parts availability.
• Manage service operations, cost control, SLAs, and customer satisfaction.
• Periodically audit service partners for process adherence.
• Plan manpower and allocate resources for effective delivery.
• Maintain optimum spare parts inventory and distribution.
• Strong analytical and problem-solving abilities.

Responsabilités

• Monitor and allocate daily service activity by service supervisors.
• Handle customer walk-ins at ASC and provide break-fix solutions.
• Oversee repair centers, logistics, and third-party vendors.
• Ensure service network expansion aligns with sales plan and policy.
• Monitor warranty payments submissions to HO & Commercial.
• Collaborate with multiple stakeholders and customers to respond to feedback.
• Develop staff skills through ongoing education and training.

Connaissances

Field services management

Customer support

People management

Analytics

Vendor management

Agile

Customer centric

Description du poste

Role & responsibilities

• We are seeking a candidate with 8 years or more of field services management experience in Consumer Durables 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 company 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.