Here is Option 1: a more aggressive LinkedIn-style JD for Service Incharge – EVM.
Service Incharge – Service Center & ASP Operations
Location: Chennai
Company: EVM
Department: After Sales Service
Reporting To: Service Head / National Service Manager
About EVM
EVM is a fast-growing Indian brand in IT Storage, IT Peripherals, and Mobile Accessories, known for building trust through strong product support and service accountability. Our after-sales experience is a major part of our brand promise, and we are looking for a strong operator who can own this function on the ground.
About the Role
We are hiring a Service Incharge who can take full ownership of an EVM service center while also driving performance across multiple ASPs (Authorized Service Partners).
This is not a passive desk role. We need someone who can control service operations, reduce pending cases, improve TAT, handle escalations, enforce warranty discipline, manage spare flow, and keep ASPs fully aligned with EVM standards.
The ideal candidate is hands-on, operationally sharp, process-driven, and tough on follow-up. He should be able to manage both internal service execution and external partner governance without losing control on service quality, reporting discipline, or customer experience.
What You Will OwnService Center Ownership
- Run the assigned EVM service center end-to-end
- Ensure proper inwarding, job sheet creation, diagnosis, repair, replacement, and closure process
- Monitor daily pending cases, ageing jobs, repeat complaints, and unresolved cases
- Ensure the service center runs with discipline, process accuracy, and timely closure
- Maintain service quality, operational readiness, and team coordination at all times
ASP Network Management
- Manage multiple ASPs across the assigned region / territory
- Ensure ASPs follow EVM SOPs, warranty policies, repair protocols, and escalation standards
- Track ASP-wise KPIs such as TAT, closure ratio, repeat cases, documentation accuracy, and complaint quality
- Conduct regular performance reviews, calls, field visits, and partner audits
- Identify weak ASPs and drive immediate correction through training, stricter monitoring, or escalation
Customer & Channel Escalation Handling
- Take ownership of escalated cases from customers, retailers, distributors, and internal teams
- Resolve delayed, complex, repeat, disputed, or exception-based service complaints
- Coordinate with HO for approvals where required
- Ensure closure is not only fast, but also professionally communicated and properly documented
Warranty, Approval & Policy Control
- Ensure every case is handled strictly as per EVM warranty and service policy
- Check invoice, serial number, product condition, warranty eligibility, and case remarks before closure or approval
- Prevent unauthorized replacements, wrong commitments, and policy leakage
- Ensure tampered, fake, damaged, or out-of-warranty products are handled as per company norms
Spares, Replacement & Inventory Discipline
- Monitor spare requirement for service center and ASP network
- Coordinate with warehouse / operations for replenishment and stock movement
- Ensure proper tracking of spare inward, outward, consumption, replacement units, and defective stock
- Control misuse, mismatch, leakage, or undocumented part movement
Reporting & Service MIS
- Publish strong MIS around open jobs, ageing, TAT, closure rate, repeat complaints, spare usage, and ASP performance
- Share insights on recurring product issues, common field failures, and service bottlenecks
- Keep management updated with action-oriented reporting, not just raw data
Training, Audit & Governance
- Train service center staff and ASP teams on products, SOPs, customer handling, and warranty norms
- Conduct periodic audits of service process, documentation, stock discipline, and partner compliance
- Ensure all records are clean, traceable, and audit-ready
- Report fraud, part swapping, claim manipulation, or process deviation immediately
What We Are Looking ForExperience
- 4 to 8 years of relevant experience in after-sales service, service center management, or partner service network management
- Prior experience in consumer electronics, mobile accessories, IT peripherals, storage products, or similar categories will be preferred
- Experience in handling both owned service centers and partner / franchise / ASP networks is a strong advantage
Skills
- Strong control over service operations
- Excellent follow-up and execution discipline
- Good grip on TAT management, case ageing, and escalation resolution
- Strong understanding of warranty decision-making and service process governance
- Comfort with service MIS, Excel reporting, and partner performance tracking
- Strong communication and coordination ability
- Willingness to travel for ASP reviews, service audits, and field support
