Service | Bhubaneshwar

Godrej Enterprises Group; Khordha; On-site; INR 450,000 - 600,000; Full time

Job summary

Godrej Interio in Odisha seeks a capable Service Delivery professional to manage ASP and WD networks, drive customer satisfaction, and ensure timely service installation and repair according to FVT/CVT norms. You will oversee revenue generation, monitor working capital, train ASP/WD personnel on IT systems and products, and coordinate warehouse activities while upholding safety and IMS guidelines.

The role involves constant liaison with dealers, ensuring a uniform service experience for

Qualifications

• Degree or Diploma in Engineering is required.
• Essential experience: 3 years for Degree; 4 years for Diploma.
• Experience in service delivery and dealer network management is advantageous.

Responsibilities

• Manage product installation and break-fix with First Visit Time and Closure Visit Time norms via ASPs.
• Ensure quick resolution of customer problems and monitor service delivery quality.
• Oversee ASP and WD performance, resources, and dealer network consistency.
• Drive service revenue plans and manage outstanding balances as per norms.
• Train ASP/WD personnel on new products and IT systems; conduct toolbox talks.
• Coordinate warehouse activities, stock categorisation and compliance with safety norms.

Skills

Customer service

Field service

People management

Training

Education

Engineering degree

Engineering diploma

Job description

About the Business & Position Overview

Godrej Interio is India’s premium furniture brand in both home and institutional segments with a strong commitment to sustainability and centers of excellence in design, manufacturing and retail. With presence in over 430 cities with 52 company owned stores and over 800 dealers, Godrej Interio is one of the largest business of Godrej and Boyce Mfg. Co. Ltd.Led by the largest in-house design team in the country in the furniture category and awarded with 34 India Design Mark Awards till date, Godrej Interio aims to transform spaces with its thoughtfully designed furniture to create brighter homes and offices with products that have the highest design quotient in aesthetics, functionality and technology. With consistent pursuit of excellence and a special focus on health and ergonomics, the product portfolio of Godrej Interio comprises a massive range in the home, office and other specialized applications. The brand boasts of noteworthy awards received so far- CII Exim Bank Award for Business Excellence 2016, Asia’s most admired brand 2016, Superbrands 2017-18, Reader’s Digest Most Trusted Brand 2018 Gold (Home Furniture) and Reader’s Digest Most Trusted Brand 2018 Gold (Modular Kitchens).

Job Profile

Key Responsibilities

• Service delivery and Customer satisfaction.
• Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management
• Revenue Generation and working capital management.
• IT Systems Usage and Training
• Warehouse activities, viz. categorisation, spares stock control and compliance.
• Organizational Imperatives

Job Description

• A. Service delivery and Customer satisfaction.
  • Managing product / service installation and break fix as per First Visit Time (FVT) and Closure Visit Time (CVT) norms by effective management of ASPs.
  • Ensuring effective and speedy resolution of problems / customer complaints.
  • Monitoring and reviewing service delivery quality and response patterns.
  • Working to improve Customer Satisfaction Index (CSI) and customer accolades.
• B. Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management
  • Managing ASPs, their performance and availability of resources and infrastructure for effective service delivery.
  • WD management for service to ensure requisite service to WD end customers.
  • Monitoring service activities of dealers to ensure a uniform service experience to customers through dealer channel.
• C. Revenue Generation and working capital management.
  • Achieving service revenue as per plan by planning and conducting revenue generation activities.
  • Managing outstanding as per norms.
• D. IT Systems Usage and Training
  • Providing training to ASP and WD technician on all New products.
  • Providing training to ASP, contractor, franchise and WD personnel by conducting Tool Box Talks and Accompanied Visits on products and soft-skills.
  • Provide Hands down training to branch, ASP and dealer personnel on IT Systems and digital apps for effective utilisation of these tools.
  • Providing objective feedback on products.
• E. Warehouse activities
  • Categorisation of product and maximum conversion to Finished Good (FG).
  • Timely categorisation of defective stock and subsequent repair of D3 /DF3 stock in a timebound manner.
  • Tracking warehouse spares stock for optimum level, effective utilisation and reduction.
  • Ensuring compliance to statutory requirements.
• F. Organizational Imperatives
  • Adhering to safety protocols, IMS, compliance, and organizational initiatives such as Kaizen, Business Excellence etc.

Qualification Details

Essential Qualification :

Degree/Diploma in Engineering

Preferred Qualification :

-

Experience Details

Essential Experience :

3 years of work experience for Degree in Engineering OR 4 years of work experience for Diploma in Engineering

Preferred Experience :

-

Special Skills

• Result Orientation with Execution Excellence
• Customer centricity
• People Management