KEY RESULT AREAS-  Customer Service Operation Management   - Devising method to ensure basic infrastructure, hygiene and good customer handling at service centers   - Process and Policy Implementation to Lava Service partner   - Replicating best practice from within LAVA or competition   - Escalation Handling related to customer service issues   - Partner Engagement and working collaboratively with sales and marketing teams   - Capturing Voice of Customer and make plans to address customer expectations   - Ensuring defect free implementation of customer service initiatives by BU or NHQ   Partner Life Cycle Management / Channel Management   - Real Good Service partner Appointment as per plan for Business Unit   - Service Partner Relationship Management   1. Resolving service partner issues related to customer service, claim settlement etc.   2. Devising Service Partner Engagement program   3. Ensuring Product Knowledge / repair skill improvement for Service Partner Technician   - Smooth Separation of Service Partner ensuring all issues are well settled before separation without impacting customer service   Service Asset Management   - Ensuring Smooth Recovery Process of DOA, Defective PCBA, Defective Parts from Service Partner   - Spare Part reconciliation every quarter at CFA   Area Service Officer Mentoring   - Mentoring ASO/ASM to perform best of their ability for customer service   - Asses areas of improvement in ASO/ASM and make development plan for ASO/ASM   Customer Service Performance Management   - Root Cause Analysis of Customer-Service - Performance parameters and corrective action planning, implementation and control   - To report quality failures with respect to the company's products to the quality control team for immediate corrective actions   - Identify and resolve gaps in customer service (impacting customer TAT, Service Cost, Repair Quality)   DESIRED SKILLS & COMPETENCIES  - People Management Skills ( field team and service partners)  - Ability work as individual as well as Team  - Ability to work under pressure and stringent deadlines  - Good communication skills  - Sound technical knowledge with exposure to L1-L4 repair environments.  - GB / BB Six Sigma Certified   - Ability to impart training on processes and service management.  - Working knowledge of service CRMs/RMS (Repair Management Systems), Excel, Power point presentation   IDEAL CANDIDATE  - BE/B.Tech from IIT/NIT's OR MBA Tier 1/2 B-school with 3 to 4 years of experience in Service / Sales Domain

Guwahati

Lava International - Business Unit Service Manager - North Bengal 

Job Description for Lava International - Business Unit Service Manager - North Bengal  in Lava International Ltd. in  Guwahati for (3-7) years of experience. Apply Now!