Head - Service Operations - After Sales - Telecom

Position - Head Service operations (Telecom)

Job Details :

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

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

Key Responsibilities :

- To head Pan India after sales support network for customers & channel partners.

- To establish a robust service network in the country in line with the after sales strategy of the organization

- To create service policy and procedure to ensure best in class service support for device customers

- Leading the customer service and operations organization comprising partner members.

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

- Drive people and work force productivity across India

- Work with cross functional teams

- To identify prospective franchisees and vendors to provide effective after sales support

- To create process to manage both the forward & reverse logistics

- Implement project plan and the monitor, control and review the progress & manage.

- To monitor and review Service Performance of different states and ensure they are within the stipulated guidelines of performance.

- Provide adequate technical & non technical training on devices, process etc. to all team members and improve the overall performance.