Service Data Analyst/ Manager

USHA International; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

USHA International is seeking a Senior Service Analytics professional in Gurugram to drive data-driven decision making. You will analyze service performance, warranty, and customer feedback, and build dashboards with Excel and Power BI to improve technician productivity and partner performance.

Responsibilities include monitoring KPIs, identifying gaps, and automating reports as part of digital transformation initiatives. A strong analytics background and MBA preferred for strategic impact.

Qualifications

• Bachelor's degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, or equivalent.
• MBA/PGDM in Analytics is preferred.

Responsibilities

• Analyze service call trends, closure rates, TAT, repeat complaints, and productivity metrics.
• Monitor daily, weekly, and monthly service performance dashboards.
• Identify service gaps and recommend corrective actions.
• Develop and maintain dashboards using Excel, Power BI, or similar tools.
• Analyze performance reports for regions, ASCs, technicians, and products.
• Analyze customer feedback, NPS, VOC, and complaint data.
• Identify recurring customer issues and recommend improvement initiatives.
• Track customer satisfaction and service quality metrics.
• Monitor warranty claims trend and failure patterns.
• Analyze warranty costs and identify opportunities for cost reduction.
• Support validation of warranty claims and audit requirements.
• Evaluate ASC/PSC performance on productivity, call attendance, closure rates, and customer satisfaction.
• Identify underperforming service partners and recommend improvement plans.
• Track technician utilization and manpower productivity.
• Ensure accuracy and integrity of service data.
• Automate reports and improve reporting efficiency.
• Support digital transformation and service process enhancement initiatives.

Skills

Service Analytics

Data Analysis

Dashboarding

Excel

Power BI

Education

Bachelor's degree in Engineering/Statistics/Mathematics/CS/Analytics

MBA/PGDM in Analytics (Preferred)

Tools

Excel

Power BI

Job description

Role & responsibilities :

Job Purpose

To analyze service performance data, generate actionable insights, monitor service KPIs, and support decision-making through data-driven reporting. The role is responsible for improving customer satisfaction, service efficiency, technician productivity, warranty management, and service partner performance.

Key Responsibilities

Service Performance Analytics

• Analyze service call trends, closure rates, TAT, repeat complaints, and productivity metrics.
• Monitor daily, weekly, and monthly service performance dashboards.
• Identify service gaps and recommend corrective actions.
• Develop and maintain dashboards using Excel, Power BI, or similar tools.
• Analyze performance reports for regions, ASCs, technicians, and products.

Customer Experience Analysis

• Analyze customer feedback, NPS, VOC, and complaint data.
• Identify recurring customer issues and recommend improvement initiatives.
• Track customer satisfaction and service quality metrics.

Warranty & Claims Analysis

• Monitor warranty claims trend and failure patterns.
• Analyze warranty costs and identify opportunities for cost reduction.
• Support validation of warranty claims and audit requirements.

Service Partner Performance Monitoring

• Evaluate ASC/PSC performance on productivity, call attendance, closure rates, and customer satisfaction.
• Identify underperforming service partners and recommend improvement plans.
• Track technician utilization and manpower productivity.

Data Management & Process Improvement

• Ensure accuracy and integrity of service data.
• Automate reports and improve reporting efficiency.
• Support digital transformation and service process enhancement initiatives.

Key Performance Indicators (KPIs)

• Service Call Closure Rate
• Turnaround Time (TAT)
• Customer Satisfaction (CSAT)
• Repeat Complaint %
• Warranty Claim Cost
• Dashboard Accuracy & Timeliness
• Technician Productivity
• Service Partner Performance Index

Preferred candidate profile :

• Bachelor's Degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, or equivalent.
• MBA/PGDM in Analytics (Preferred).

Experience

• 5+ years of experience in Service Analytics, Business Analytics, MIS, or Operations Analytics.
• Experience in Consumer Durables, Small Home Appliances, Electronics or Service Industry preferred.