Area Service Manager

USHA International; Rajkot; On-site; INR 200,000 - 300,000; Full time

Job summary

USHA International in India seeks a field-service oriented professional to manage call resolutions within SLAs at the local level. The role focuses on resolving critical product complaints and visiting dealer locations to understand service issues.

You will monitor technician performance and ensure timely product trainings, while ensuring service centers have adequate spare parts to resolve queries. Additionally, you will drive root-cause analysis for recurring problems and provide timely status

Responsibilities

• Call resolution within the agreed SLAs at the location level.
• Ensuring complete resolution of the critical complaints with regards to the functioning of the product
• Visiting the local / up-country dealer locations and understanding their issues with regards to the service delivery
• Monitoring the Technicians performance and ensuring they are updated on the various products through timely trainings and refreshers.
• Ensuring the service centers have adequate supply of spares and are always equipped to resolve the customer queries
• Ensuring complete root-cause analysis and solutioning to the recurring problems / customer complaints
• Timely reporting the status on agreed parameters

Job description

Role & responsibilities:

• Call resolution within the agreed SLAs at the location level.
• Ensuring complete resolution of the critical complaints with regards to the functioning of the product
• Visiting the local / up-country dealer locations and understanding their issues with regards to the service delivery
• Monitoring the Technicians performance and ensuring they are updated on
• the various products through timely trainings and refreshers.
• Ensuring the service centers have adequate supply of spares and are always equipped to resolve the customer queries
• Ensuring complete root-cause analysis and solutioning to the recurring problems / customer complaints
• Timely reporting the status on agreed parameters