Service Manager
ROLES & RESPONSIBILITIES:
- This role will be responsible for managing the end to end post sales service operations for the physical retail products.
- The position holder will need to manage the online customer issues as well as field customer issues.
Responsibilities:- Managing the post- sale service of retail products
- Coordination with third part service agency for Pan India issue & complaints
- Maintaining SLA & TAT
- Managing Spare requirement and maintaining MSL
- Reduction of wrong spare dispatch
- Reducing the ratio of replacement to repair
- Reducing repeat call ratio
- Managing revert on all issues that customer raise within TAT
- Handling online customer queries and feedback
- Daily report of issues received v/s solution provide
- Daily monitoring and plugging of service gaps
- Reducing service cost
- Training the field engineers regarding product and changes
- Reduction in repeat complaints
- Handling team
- Managing call center & field training
- Monitoring customer calls
Requirements- Candidate must be preferably from DTH or Telecom industry having experience of minimum 3-8 years