About the role
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
- 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