Branch Service Manager - Appliances

Position - Branch Service Manager - Appliances

Reports To (position) Regional Service Manager

Responsible For Direct : ASE, Service back office Staff; Coordinates with: Branch Trainer, Store Incharge, BSA; Liases with: Branch Manager & Sales & Marketing team

Purpose of the Position - Achieve Service Delivery & Service business KPI by successfully managing self for the Branch.

Responsibilities:

Responsibilities include Service Delivery KPI achievement, Management of Service executives/Franchsiees/DSO/RSTs/Reportees, Dealer management, Service Perception management, Customer satisfaction, Network expansion, Branch P&L, Hit rate of Essentials, AMC conversion as per potential, Exchange of products > 10 years and various initiatves as assigned from time to time.

Key Deliverables:

- Consistent review on Pending calls of branch & ensure > 2 days to be maintained zero

- Customer Satisfaction - NPS > 95%

- Drive Network expansion plan verses achievement & ensure customer connect once in 3 months

- Cash Profit Budget achievement

- AMC Budget Verses Achievement

- Essentials Budget verses achievement & drive repeat sales

- Review of franchisees/branch personnel monthly

- Drive exchange > 10 years machine - Plan verses achievement

- Defective > 15 days to be made zero

- Prepare and deliver appropriate presentation on products, technical feedback to Branch & factory

- Ensure availability of stock at Branch for sales to Franchsiee & other channels

- Continuously reach out to maximum and potential customers

- Direct and coordinate activities involving sales & marketing of products

- Resolve customer complaints regarding sales and service. Practice and ensure practice of Customer Service Charter.

- Continuously engage with Dealers and other business partners for service perception improvement & resolve their issues fast.

- Implement initiatives & directives from Branch management and add value by ideation, suggestions & timely feedback.

- Ensure all Service processes are followed, reviewed and corrected consistently. Ensure field discipline.

- Build a high performance team by actively initiating and participating in each stage of employee competency & career development. This includes induction, training, monitoring performance, review & feedback, coaching for success, R&R, motivation, planning progression, retention and ensuring hygiene factors of the branch service team is optimum.

- Ensure Training calendar is followed ensuring attendance and coverage. Plan appropriate interventions with RTM, Branch Technical Trainer and training team.

- Initiate / utilize various communication / team to manage and lead the branch service team efficiently.

- Review performance of each service executive rigorously, provide tools & guidance, enable decisions and ensure implementation of points given. Demand performance.

- Timely Reports on branch service operations, sales results, business forecast & people indices if any.

Total Experience (years) : 5 to 8 years

- Relevant Experience (for the position) Experience in Service Operations. Should have handled branch operations or area operations commiserate to the service call volumes at the location being considered.

Industry Preferred - Consumer Durables, Automobiles, Telecom

Qualification - Technical Graduate (BE/B-Tech)