Zonal Manager - Customer Service - Manaufacturing

JOB REQUIREMENT : 

- Oversees daily branch service activities. Monitors branch service quality and coaches team to achieve desired levels. This position is directly responsible for the overall customer service operations for all products manufactured/marketed by Company. Will execute the Customer Service Strategy & be accountable for implementation of the strategy at ground level.

JOB RESPONSIBLITIES: 

1. Execute the customer service strategy for all products

2. Build sustainable competitive advantage in service operations

3. Ensure Quality Service network & data Accuracy / Sanctity in CRM

4. Ensure Key Service Deliveries like TAT,CSAT, CNPS, Productivity, Cost & Quality are met consistently

5. Responsible for end to end operations of company owned service centers(CSC)

6. Monitor/Review the performance of ASP, CSC & team with strong periodic review mechanism

7. Ensure no escalation from trade & end customers & Ensure to operate Branch Service 

8. Operations within the given budget& Keep Warranty consumption within norms

9. Ensure to achieve revenue targets for branch& Ensure spare parts are managed effectively& Ensure MSL at master location & across service network

10. Ensure credit limits across all service centers, Minimize financial exposure.

11. Ensure System & process are in place across the branch &Monitor successful implementation of quality systems and standards in the service departments.

12. Develop team through regular coaching/trainings & Develop a pool of engineers to meet any exigencies