Area Service Manager

Whirlpool India · India

This role in summary

To Ensure Quality Of Operations Provided By Service Partners Of A Key partners

Responsibilities:

Supervision of Service Partner Operations

• Ensure quality of customer service provided by service partners
• Regularly monitor and help improve service quality parameters like open calls, same day closures, escalations of each service partner
• Assist service partners in educating service engineers about the right attitude for handling customer interactions
• Validate replacement calls and initiate the process from service end o Assist service partners in stock management for spare parts

Defect Management and Trade

• Maintain trade partner satisfaction by providing timely resolution in case of defective products at the shop floor
• Provide swift response to escalated customer issues raised by trade partners o Perform periodic stock checks at trade partner go downs and minimize stock defects and repair costs

Training of Service Engineers

• Provide engineering solutions to issues faced by Service Engineers o Guide the service engineers to excel in soft skills and customer interaction Provide technical support to build expertise in specific product repairs and new products

Sales and revenue

• Coordinate with Branch Service Manager and Service Team for targets and product modifications
• External Meeting up with Service Partners to ensure efficient customer service