Area Service Manager

Whirlpool; Tiruchirappalli; On-site; INR 350,000 - 700,000; Full time

Job summary

Whirlpool is seeking a candidate in Tiruchirappalli to supervise Service Partner Operations, ensuring high-quality customer service and effective stock management for spare parts. The role involves coordinating with service partners, improving key service metrics, and guiding engineers in customer interactions.

The ideal candidate will have 3–10 years in consumer durable or related industries, with a focus on service reliability and partner collaboration in a structured network.

Qualifications

• Experience with service partner networks and customer-facing processes.
• Strong communication and training abilities to uplift service engineers.
• Willingness to coordinate with branch service managers and partners.

Responsibilities

• Supervise Service Partner Operations to ensure quality of customer service.
• Monitor and improve service quality metrics like open calls, closures, and escalations.
• Educate service engineers on customer handling and appropriate attitude.
• Validate replacement calls and assist in spare parts stock management.
• Manage defect resolution with trade partners and perform stock checks.

Skills

Customer service

Partner management

Training

Communication

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