Assistant Service Manager

Mgrow; Hyderabad; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Mgrow is seeking a Service Delivery Manager in Hyderabad to lead regional service operations, drive CSAT scores, and coordinate dealer and distributor visits. You will oversee ASPS teams, deliver training, and ensure 100% service coverage.

Responsibilities include reviewing performance, improving service infrastructure, coordinating with ISO reviews, and maintaining CRM for efficient issue resolution and timely claims processing.

Qualifications

• Experience in consumer durable services.
• Strong team management and communication skills.
• Proficient in MS Office.

Responsibilities

• Meet CSAT & service delivery targets as per organization YOY target.
• Resolve customer questions and maintain satisfaction by providing problem-solving resources.
• Maintain Service Delivery operations for the assigned region.
• Visit dealers, distributors and customers as required.
• Review team performance on a regular basis.
• Provide regular product and soft skill training for direct/ASP/DS team.
• Develop service infrastructure for the location.
• Review ISO, ASP performance and drive improvement actions.
• Manage dealer defectives as per policy.
• Lead and monitor the ASPS team to ensure efficiency.
• Monitor CRM regularly for smooth service operations and pending calls.
• Ensure timely settlement of claims for all ASPs.
• Align yearly revenue targets with budget and business goals.
• Prepare monthly reports as required by the business.
• Support service expansion to achieve 100% coverage.
• Provide regular quality feedback for continuous improvement.

Skills

Team Management

Communication

Presentation Skills

Customer Handling

MS Office

Consumer Durable Services

Job description

Essential Functions/Responsibilities:

• Meet CSAT & service delivery target as per organization YOY target.
• Answers customers questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
• Maintain Service Delivery operations for assigned region.
• Dealers/ Distributors/ Customers visits.
• Reviewing team performance on regular basis.
• Regular Product & soft skill training for direct/ASP/DS team.
• Development of service infrastructure for location.
• ISO, ASP review & improvement actions.
• Dealer defectives management as per organization policy.
• Leading, managing & monitoring the performance ASPS team to ensure efficiency.
• Monitoring of CRM on regular basis for smooth service operations and pending calls.
• Responsible for claim settlement for all the ASP’s as per timeline.
• Yearly revenue target as per yearly budget.
• Monthly report as per business requirement.
• Service expansion as required, ensure 100% service coverage.
• Regular Quality feedback to support organization to have continuous improvement.

Preferred skills:

• Candidate should be strong in Team Management, Communication & Presentation Skills, experience in consumer durable services, customer handling skills and MS Office.