Job Summary
The Area Service Manager is responsible for managing service operations across multiple service centers within the assigned territory. The role involves ensuring high\-quality repair and maintenance services, achieving service KPIs, managing field service teams, enhancing customer satisfaction, and driving operational efficiency and profitability.
Key Responsibilities: Service Operations Management
- Oversee daily operations of authorized service centers and field service teams within the assigned area.
- Ensure timely installation, repair, and maintenance of products as per company standards.
- Monitor service turnaround time (TAT) and improve service efficiency.
- Ensure compliance with company policies, service procedures, and quality standards.
Team Management
- Lead, motivate, and manage Service Center Managers, Service Engineers, Technicians, and Support Staff.
- Conduct regular performance reviews and provide coaching and training.
- Ensure adequate manpower planning and resource allocation across locations.
- Monitor technician productivity and service quality.
Customer Service Excellence
- Ensure prompt resolution of customer complaints and escalations.
- Maintain high customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Implement corrective actions to reduce repeat complaints and service failures.
- Build strong customer relationships and maintain service quality standards.
Performance Monitoring \& Reporting
* Track and analyze key service metrics such as
- Service TAT
- First\-Time Fix Rate (FTFR)
- Customer Satisfaction Score (CSAT)
- Warranty Cost
- Technician Productivity
- Spare Parts Consumption
- Prepare and submit periodic service performance reports.
Spare Parts \& Inventory Management
- Ensure availability of critical spare parts across service centers.
- Monitor inventory levels and control spare parts consumption.
- Coordinate with procurement and warehouse teams to prevent stock shortages.
Business Development \& Profitability
- Drive service revenue through AMC, spare parts sales, and paid services.
- Monitor operational costs and improve profitability.
- Identify opportunities for business growth within the territory.
Compliance \& Safety
- Ensure adherence to safety guidelines and regulatory requirements.
- Maintain proper service documentation and audit compliance.
- Conduct periodic service center audits and quality checks.
Required Qualifications
- Bachelor's Degree/Diploma in Engineering, Electronics, Electrical, Mechanical, or related field.
- MBA preferred.
- 4\-5 years of experience in service operations, appliance repair, consumer electronics, or related industries.
- Minimum 2–3 years of team management experience.
Required Skills
- Service Operations Management
- Team Leadership
- Customer Relationship Management
- Complaint Handling \& Escalation Management
- Inventory \& Spare Parts Management
- Performance Analysis \& Reporting
- Vendor \& Service Center Management
- MS Office and ERP/CRM Systems
- Problem\-Solving and Decision\-Making
- Communication and Interpersonal Skills
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Service Turnaround Time (TAT)
- First\-Time Fix Rate (FTFR)
- Complaint Closure Rate
- Technician Productivity
- Service Revenue Achievement
- Spare Parts Inventory Accuracy
- Warranty Cost Control
- Service Center Performance
Preferred Industry Experience
- Home Appliances
- Consumer Electronics
- Authorized Service Centers
- Mobile \& IT Hardware Service
- Electrical Equipment Service
- HVAC and Industrial Service Operations
Pay: ₹25,000\.00 \- ₹30,000\.00 per month
Work Location: In person