1) Will be heading complete service operations (right from starting call center till closure) for after sales service of Kitchen appliances/domestic appliances.
2) Regional service In charges will report him.
3) Ensuring Service network across India for after sales service as per sales requirement.
(Appointing direct Service Centers/technician as per requirement to meet service time line. To work on enhancing alternate Service network to meet future requirement).
4) Monitoring pending complaints and ensuring closure on time (all India).
5) Ensuring service complaints are attended/resolved as per company service policy time line .
6) Planning / Managing spares for all SKUs of DAP, maintaining spare stock (msl)at each region/service centers/distributors.
a) Indenting/Forecasting the demand of spare for next 3-6 months considering lead time of spares based on sales qty and part failure trend)
b) Getting defective stocks from SF/technicians to ensure spares supply and avoid misuse of spare.
7) Spare price list and payment collection for out of warranty cases.
8) Collecting defective stock for replacement cases and generating monthly report for replacement cases.
9) Reviewing service operations weekly & monthly with service team after generating monthly reports like TAT, MSL , FFR (Field failure report), replacement, def motor...etc & review with concern team on monthly basis.
10) Co ordination with Sales team-RM and visiting key dist./dealers to resolve their queries related to customer service, repair, stock, replacement, etc.
11) Customer/dealer feedback and corrective and preventive action for delay cases and generating report monthly for the same.
12) Product training/service manual to SF team / technicians.
13)To ensure best possible service operations/SOP/software to be followed for after sales service.
14) Cost analysis for service operations.
15) CTC - 10 lacs
16) Qualification - B.E/B.Tech/MBA
17) Experience - 8-10 Years
18)Location - Mumbai Head Office/BKC
Salary: INR 8,00,000 - 10,00,000 P.A.
Industry: Consumer Electronics / Appliances / Durables
Functional Area: Production, Manufacturing, Maintenance
Role Category: Production/Manufacturing/Maintenance
Role: Service/Maintenance Engineer
Employment Type: Permanent Job, Full Time