Qdigi | Team Leader

Onsitego Electro Services Pvt Ltd.; Ernakulam; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Onsitego Electro Services Pvt Ltd. seeks a Team Leader to manage end-to-end after-sales service operations for home appliances in the assigned territory.

You will ensure timely installation and repair, focus on TAT and NPS, and strengthen the third‑party service network and direct engineers. You will oversee field operations, coordinate service partners, monitor performance, and drive cost optimization while delivering high service quality for customers across Kerala.

Qualifications

• Min 3 years of experience in after-sales service operations for home appliances.
• Experience in managing third-party service networks or franchise/service partners or direct engineers.
• Strong understanding of service KPIs such as TAT and NPS.
• Good problem-solving and stakeholder management skills.
• Ability to handle field operations and multitask in a fast-paced environment.
• Basic knowledge of MIS reporting and service management tools.

Responsibilities

• Oversee installation, repair, and maintenance service operations for consumer durables in the assigned area.
• Ensure all service requests close within defined Turnaround Time and meet customer satisfaction benchmarks.
• Regularly update CRM platform.
• Coordinate and manage third-party service centres to ensure service quality and adherence to SLAs.
• Identify, onboard, and develop new third-party service partners to expand coverage.
• Monitor daily service performance and drive closure efficiency.
• Conduct regular audits and training sessions for service partners.
• Handle escalations and quick resolution of customer complaints.
• Maintain service MIS reports and analyze performance trends.
• Ensure availability of spare parts and coordination with supply chain teams.
• Drive cost optimization while maintaining service excellence.
• Build sustainable relationships with assigned Service Centers.

Skills

After-sales service ops

Third-party networks

Stakeholder management

MIS reporting

Tools

CRM platform

Service management tools

Job description

The Team Leader will be responsible for managing end-to-end after‑sales service operations within the assigned territory, ensuring timely installation and repair of home appliances.

The role focuses on delivering high service quality, meeting defined TAT and NPS targets, and strengthening the third‑party service network and direct engineers.

Responsibilities

• Oversee installation, repair, and maintenance service operations for consumer durables in the assigned area
• Ensure all service requests are closed within defined Turnaround Time (TAT) and meet customer satisfaction (NPS) benchmarks
• Regularly updates CRM platform
• Coordinate and manage third-party service centres to ensure service quality, productivity, and adherence to SLAs
• Identify, onboard, and develop new third-party service partners to expand service coverage
• Monitor daily service performance, track open calls, and drive closure efficiency
• Conduct regular audits and training sessions for service partners to maintain quality standards
• Handle escalations and ensure quick resolution of customer complaints
• Maintain service MIS reports, analyze performance trends, and implement corrective actions
• Ensure availability of spare parts and coordination with supply chain teams
• Drive cost optimization while maintaining service excellence
• Build sustainable relationships through open and interactive communication with the assigned Service Centers

Desired candidate profile

• Min 3 years of experience in after‑sales service operations of home appliances.
• Experience in managing third‑party service networks or franchise/service partners or direct engineers
• Strong understanding of service KPIs such as TAT, NPS
• Good problem‑solving and stakeholder management skills
• Ability to handle field operations and multitask in a fast‑paced environment
• Basic knowledge of MIS reporting and service management tools

Required Skills

Customer First - Service Operations (L1-L4) customer Service experience