Head/GM - Service Strategy - After Sales Service

Head Service Strategy (Device after sales service Organization)

Designation : GM

Exp : 17-20 yrs

Mandates :

- Must have after sales service experience from a reputed electronic or telecom firm.

- Must have experience in device quality & Process innovation

- Minimum of 17 + years of experience in handset BIX or operator based company.

Service Planning :

- To strategies service offering for device support

- Create CRM to track, identify customer device failures and key KPIs such as TAT, RRR, FTR,etc

- To establish a metrics to analyse the device failure trends and initiate corrective action there off

- To create service policy centric to customer satisfaction which would enable best in class service support

- Responsible for setting benchmark standard for key KPIs such as - TAT; SDR; FTF; Repeat repair; Cost of Service; CSAT scores, Trade satisfaction .

- Work with cross functional teams

Quality Assurance :

- To identify quality issues in Devices

- To create process to benchmark device failure with reference standard

- To create process to manage the failure reported and means to replicate the same to the vendor

- Escalate issues to Device Procurement team as well as Device vendor /ODM/OEM

- To monitor and review Service Performance of different states and ensure corrective action is initiated in case of any deviation . Eg. if certain state showing high DOA then find reasons thereof or certain states showing high customer bounce rate then again analyse the same.

- Strategise on how to provide adequate technical & non technical training on devices, process etc. throughout service network