Qdigi | Area Service Manager4 days ago

Onsitego; Ahmedabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Digicare Services in India seeks an experienced After-Sales Operations Manager to lead ASP onboarding, manage the regional service network, and drive KPI performance across locations.

The role requires strong process knowledge, stakeholder management, and data-driven auditing, with emphasis on partner training, inventory control, and revenue initiatives through EW, accessories, and OoW collections.

Qualifications

• Strong knowledge of service operations and after-sales processes.
• Excellent communication and stakeholder management skills.
• Analytical mindset with proficiency in data reporting and audits.
• Team leadership and ASP/vendor management experience.
• Proficient in MS Office and service management tools/CRMs.

Responsibilities

• Identify, evaluate, and onboard new Authorized Service Providers (ASPs) as per regional requirements.
• Manage the ASP network through onboarding, training, audits, and claim processing.
• Monitor KPIs such as TAT, CSAT, and FTR to drive performance.
• Conduct training sessions and ensure SOP compliance.
• Ensure 100% return of defective/unused parts to OEM warehouses within timelines.
• Conduct monthly inventory audits and report to Head Office.
• Drive EW sales, accessory sales, and OoW collections through ASPs.
• Visit brand retail stores and report to Key Account Managers.

Skills

Service operations knowledge

Communication & stakeholder management

Analytical reporting & audits

Team leadership & ASP/vendor mgmt

MS Office & service management tools

Education

Bachelor's degree

Job description

Company Overview

Digicare Services is the leading after-sales services provider for handheld products like Mobile handsets, Tablets, Cameras and consumer electronics & consumer durables products including Air conditioners, Washing machines, Refrigerators, LED/LCD TVs etcetera.

Our vision is to be a global company that provides world-class customer experience while continuously working towards creating better lives.

Website: www.digicare.com

Roles And Responsibilities

• ASP Identification & Onboarding: Identify, evaluate, and onboard new Authorized Service Providers (ASPs) as per regional requirements.
• ASP Network Management: Effectively manage the ASP network through onboarding, regular training, audits, and timely claim processing.
• KPI Achievement: Monitor and drive key performance indicators (KPIs) such as TAT (Turnaround Time), CSAT (Customer Satisfaction), FTR (First Time Resolution), etc.
• Training & Compliance: Conduct training sessions and ensure ASPs adhere to brand processes and standard operating procedures (SOPs).
• Defective Parts Return: Ensure 100% return of defective or unused parts to Qdigi/OEM warehouses within agreed timelines.
• Inventory Control & Audits: Conduct monthly audits at each service location, sign off inventory, and report back to the Head Office.
• Revenue & Collection Initiatives: Drive extended warranty (EW) sales, accessory sales, and Out-of-Warranty (OoW) collections through ASPs.
• Retail Store Engagement: Make regular visits to brand retail stores, build strong relationships with store teams, and share consolidated reports with Key Account Managers (KAMs).

Desired Candidate Profile

• Strong knowledge of service operations and after-sales processes
• Excellent communication and stakeholder management skills
• Analytical mindset with proficiency in data reporting and audits
• Team leadership and ASP/vendor management experience
• Proficient in MS Office and service management tools/CRMs

Qualification

• Bachelor's degree
• 10 - 15 years of experience in after-sales service management, preferably in electronics/telecom/consumer durables