Assistant Manager Service

Voltas Limited - A TATA Enterprise; Raipur; On-site; INR 500,000 - 700,000; Full time

Job summary

Voltas Limited - A Tata Enterprise is seeking an experienced service operations professional to manage franchisee service delivery, monitor KPIs, and guide technicians in the field. The role emphasizes ensuring manpower availability, audits, and revenue from AMCs and spares.

The incumbent will conduct dealer visits, audits, and safety checks, aiming for high customer satisfaction and adherence to ISO norms.

Responsibilities

• Ensure Availability of Adequate Manpower at each Franchisee / DSC.
• Monitor & ensuring Service Delivery to customers through Franchisees / Dealers as per defined RT 24 - 90%, DT 72 – 85%, Productivity 5.5, Repeat Ratio 1, Days Open 1.5 days, Daily Closure 80%, NPS 87%.
• Responsible for developing & monitoring Dealer/Franchisee’s Service Team to attend to Installation/Service requirements in the field.
• Guide/Supervise Mechanics/Technicians to resolve product related problems in the field.
• Revenue generation thru AMCs, Spares and Accessories sales as per defined targets.
• Responsible for achieving AMC targets for AMC numbers TO & GM.
• Service audit of Dealers/SSD/Service Franchisee and to ensure the availability of equipment’s and buffer stock as per population he holds.
• Conducting installation audit as per norms laid down in ISO Manual
• Regular visits to Dealers / Franchisees / customers.
• Franchisee Visits, Daily Meetings, Franchisee Audit and Safety Audits
• AMC sharing with Dealers & review of AMC service rendered by Franchisee’s & Dealers
• Conducting installation audit as per norms laid down in ISO Manual.
• Visits to Trade Partners and ensure adherence of NDC.

Job description

• Ensure Availability of Adequate Manpower at each Franchisee / DSC.
• Monitoring & ensuring Service Delivery to customers through Franchisees / Dealers as per the defined RT 24 - 90%, DT 72 – 85%, Productivity 5.5, Repeat Ratio 1, Days Open 1.5 days, Daily Closure 80%, NPS 87%.
• Responsible for developing & monitoring Dealer/Franchisee’s Service Team to attend to Installation/Service requirements in the field.
• Guide/Supervise Mechanics/Technicians to resolve product related problems in the field.
• Revenue generation thru AMCs, Spares and Accessories sales as per defined targets.
• Responsible for achieving AMC targets for AMC numbers TO & GM.
• Service audit of Dealers/SSD/Service Franchisee and to ensure the availability of equipment’s and buffer stock as per population he holds.
• Conducting installation audit as per norms laid down in ISO Manual
• Regular visits to Dealers / Franchisees / customers.
• Franchisee Visits, Daily Meetings, Franchisee Audit and Safety Audits
• AMC sharing with Dealers & review of AMC service rendered by Franchisee’s & Dealers
• Conducting installation audit as per norms laid down in ISO Manual.
• Visits to Trade Partners and ensure adherence of NDC.