Service Executive / Area Service Incharge

Great White Global; Jaipur; On-site; INR 350,000 - 520,000; Full time

Job summary

Great White Global is seeking a dedicated after-sales service coordinator to manage complaints for fans and electrical appliances. You will coordinate service centres, technicians and dealers to ensure timely resolution and strict adherence to service TAT and quality standards.

Responsibilities include monitoring complaint lifecycle, maintaining MIS reports, and driving corrective actions for repeat issues while coordinating for spare parts availability and proper warranty closure.

Qualifications

• Experience in managing after-sales service for consumer electronics is preferred.
• Ability to monitor and resolve customer complaints within defined SLAs.
• Proficiency in service MIS and reporting.

Responsibilities

• Handle and monitor customer complaints related to fans and electrical appliances through the service network.
• Ensure complaints are assigned to the appropriate service centre / technician within defined timelines.
• Monitor Service TAT from complaint registration to resolution and closure.
• Coordinate with service centres, technicians, dealers and customers for timely complaint resolution.
• Track open, pending and overdue complaints and take necessary follow-ups for closure.
• Ensure compliance with defined service SLAs, TAT and quality standards.
• Monitor technician/service centre performance against agreed KPIs.
• Analyse repeat complaints, pending cases and escalations and initiate corrective actions.
• Coordinate for spare parts availability to avoid delays in service resolution.
• Handle customer escalations and ensure timely resolution in coordination with internal teams.
• Maintain accurate service records, complaint status and MIS reports.
• Prepare periodic service performance MIS covering TAT, closure rate, ageing, repeat complaints and escalations.
• Identify recurring product/service issues and share feedback with Product, Quality, Sales and Service teams.
• Support improvement initiatives to reduce complaint ageing, repeat complaints and service turnaround time.
• Ensure proper documentation and closure of warranty/service claims as per company policy

Skills

Complaint handling

Customer service

Service coordination

KPI tracking

Warranty knowledge

Job description

Job Locations: Delhi/NCR,Hubli, Ghaziabad,Jaipur, , Chennai,Valsad,Kochi ,Goa

To manage and coordinate after-sales service activities for fans and electrical appliances, ensuring timely resolution of customer complaints, adherence to service TAT, and achievement of service performance and customer satisfaction targets.

Key Responsibilities

• Handle and monitor customer complaints related to fans and electrical appliances through the service network.
• Ensure complaints are assigned to the appropriate service centre / technician within defined timelines.
• Monitor Service TAT from complaint registration to resolution and closure.
• Coordinate with service centres, technicians, dealers and customers for timely complaint resolution.
• Track open, pending and overdue complaints and take necessary follow-ups for closure.
• Ensure compliance with defined service SLAs, TAT and quality standards.
• Monitor technician/service centre performance against agreed KPIs.
• Analyse repeat complaints, pending cases and escalations and initiate corrective actions.
• Coordinate for spare parts availability to avoid delays in service resolution.
• Handle customer escalations and ensure timely resolution in coordination with internal teams.
• Maintain accurate service records, complaint status and MIS reports.
• Prepare periodic service performance MIS covering TAT, closure rate, ageing, repeat complaints and escalations.
• Identify recurring product/service issues and share feedback with Product, Quality, Sales and Service teams.
• Support improvement initiatives to reduce complaint ageing, repeat complaints and service turnaround time.
• Ensure proper documentation and closure of warranty/service claims as per company policy