Job Description:
The incumbent would be responsible for the following:
A. Service delivery and Customer satisfaction:
- Managing product/service installation and break-fix as per First Visit Time (FVT) and Closure Visit Time (CVT) norms by effectively managing ASPs.
- Ensuring effective and speedy resolution of problems/customer complaints.
- Monitoring and reviewing service delivery quality and response patterns.
- Working to improve Customer Satisfaction Index (CSI) and customer accolades.
B. Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management:
- Managing ASPs, their performance, and availability of resources and infrastructure for effective service delivery.
- Managing WD service to ensure requisite service to WD end customers.
- Monitoring service activities of dealers to ensure a uniform service experience to customers through the dealer channel.
C. Revenue Generation and working capital management:
- Achieving service revenue as per plan by planning and conducting revenue generation activities.
- Managing outstanding as per norms.
D. IT Systems Usage and Training:
- Providing training to ASP and WD technicians on all new products.
- Providing training to ASP, contractor, franchise, and WD personnel by conducting Tool Box Talks and Accompanied Visits on products and soft skills.
- Providing hands-on training to branch, ASP, and dealer personnel on IT systems and digital apps for effective utilization of these tools.
- Providing objective feedback on products.
E. Warehouse activities:
- Categorizing products and maximizing conversion to Finished Goods (FG).
- Timely categorization of defective stock and subsequent repair of D3/DF3 stock in a timebound manner.
- Tracking warehouse spares stock for optimum levels, effective utilization, and reduction.
- Ensuring compliance with statutory requirements.
Key Result Areas:
- Service delivery and Customer satisfaction.
- Authorised Service Provider (ASP) and Wholesale Dealer (WD) Management.
- Revenue Generation and working capital management.
- IT Systems Usage and Training.
- Warehouse activities, including categorisation, spares stock control, and compliance.
