Qdigi | Team Leader2 days ago

Onsitego; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Onsitego in India is seeking a Team Leader for end-to-end after-sales service operations across the assigned territory, ensuring timely installation and repair of home appliances. The role centers on delivering high service quality, meeting TAT and NPS targets, and strengthening the third-party service network and direct engineers.

You will oversee installation, repair, and maintenance, coordinate third-party centers, onboard new partners, monitor performance, conduct audits, handle escalations,

Qualifications

• 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 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 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

Skills

Field operations

Stakeholder management

NPS / TAT awareness

MIS reporting basics

Tools

CRM platform

Service management tools

Job description

Job Purpose

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.

Job Purpose

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