Position: Service Operation Manager
Reporting To: National Manager (Service)
Location: Gurugram
Position Summary
The position will be responsible for managing team of service managers to provide technicians handling installations, demonstrations, and repair for a full range of digital and mechanical range of products to ensure timely resolution of customer service requests and thus, ensuring great customer experience and satisfaction by providing best-in-class after sales service and demonstration. The incumbent is expected to ensure this by following standard procedures, adept handling of the service agency as well as internal resources. The position is required to take ownership by displaying strong empathy to customers issues and complaints and ensure resolution within agreed timelines and up-to defined satisfaction standards.
Roles and Responsibilities:
- Overseeing the service department's daily operations, including customer service, repairs, and maintenance.
- Developing and implementing service strategies to improve efficiency and customer satisfaction.
- Managing a team of service technicians and support staff, including hiring, training, and performance evaluations.
- Ensuring compliance with company policies, industry regulations, and safety standards.
- Monitoring service performance metrics and KPIs to identify areas for improvement and implement corrective actions.
- Handling escalated customer complaints and resolving issues in a timely and satisfactory manner.
- Collaborating with other departments, such as sales and marketing, to coordinate service activities and promote customer retention.
- Managing inventory and spare parts to ensure adequate supply for repairs and maintenance.
- Developing and maintaining relationships with vendors, suppliers, and service partners.
- Keeping abreast of industry trends, technology advancements, and best practices in service management.
- Proactively monitor and maintain optimum inventory level and manage distribution and reverse logistics of the spare parts.
- Act as the key point of contact for cases of escalation and provide timely response to customer feedback. Also educate the customer on further escalation points as per the escalation matrix.
- Monitor volumes on a regular basis and evaluate the capability of existing service centers to meet the volume-based demands. Calculate the ROI for the ASP/Franchisee to ensure that the ASP/Franchisee is ethically profitable. Recommend addition of service center capability as and when needed along with clear feedback and business case.
- Plan and schedule periodic surprise visits to service partners for audits, education on process changes, new product information, etc.
- Ensure timely warranty payments to ASP/Franchisee
Skills Required:
- Strong customer focus and empathy to not only troubleshoot when needed but to ensure proactive mechanisms to deliver on customer delight
- Ability to drive a team with clear goals, instructions, communication and feedback.
- Ability to identify problems correctly using root cause analysis with business tools like Fishbone, decision trees, etc.
- Ability to collaborate cross-functionally to own customer problems as ONE ASSA ABLOY
- Ability to work under pressure and respond to ambiguous situations with limited information in a calm and patient manner
- Advanced knowledge of MS Excel and PowerPoint
- Good communication both verbal and written
- Ability to prioritize tasks based on customer and business requirement
Educational Qualification and Experience:
- Graduate Engineers or Diploma/ITI qualified candidates in Electronics/ Electrical/Mechanical stream
- Relevant experience of 12+ years with same industry/ consumer durables/ home appliances/Consumer electronics.
Note: This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employee may be expected to perform other related duties as required to meet the ongoing needs of the organization.
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer, more secure, and easier to access.
As an employer, we value results not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
