Regional Service Manager
Xiaomi Technology India Pvt Ltd
Total des années d'expérience :20 years, 3 Mois
• Service network planning, implementation and control.
• Periodic monitoring of ASCs through Audits.
• ASP management for getting the best levels of service.
• Vendor management, commercial planning and cost control at service touch points.
• Feedback mechanism of product service and quality to Head Quarter.
• Analysis of critical faults to reduce the hardware failure of new models.
• Audit of ASC/TSC across region to ensure a good service provided to customers within KPIs.
• Benchmarking and feedback mechanism for improvements in our services and product.
• Defined Service Standards at ASCs for better support for customer satisfaction.
• Inventory management for service and sales defective stocks at WH end.
• Responsible for delivering product knowledge and repair guide to service centres.
Responsibility:
• Business Development- Appointing new partners
• Deliver 100% customer satisfaction
• Generate Revenue- through sales and maintain service contracts
• Analyse MIS Reports and deriving methods for Improvement in sales /CSAT.
• ROI analysis of partners, appointment, and termination of new parties as per business requirement
• In Financial perspective- Channel Optimization, Control Field Repair Ratio and audits credit management of channel partners.
• Cost Control
• Inventory management for service and sales defective stocks at WH end. Key learning:
• Gained sound exposure towards sales services in Consumer Electronics Industry.
Responsibility:
• Handled Technical/Service and Field Operation activities in North Region (UP&UK) with 104 service centres across regions.
• Internal Process - Monitored service at all Levels and ensure process adherence at ASC level.
• Financial - Channel Optimization, Training, Control Field Repair Ratio and audits credit management for ASC and ensure no credit block in Region. Responsible for P/L at regional level.
• Quality check - Product quality feedback to HO to drive quality improvement initiatives.
• Responsible for Service operations and cater Trade and End Customers UP&UTT.
• Responsible for KPIs and TAT maintenance as per company guidelines.
• Maintaining CSAT for Sales Channel and end customers
• Responsible for Audits / Claims settlement of Service partners.
• Day-to-day activities of the customer services operations and kept a track of daily operations, services, assets, stock and resource management
Responsibility:
• Handled Technical/Service and Field Operation activities in UP East.
• Handled a team of eight ASE, five RSO and three people of executive level.
• Audits of Distributors across the Zone for adherence of DISH TV KPIs.
• Responsible for corrective measures of customer predicament.
• Managed Supply chain.
• Alliance with dealers and distributers of assigned region.
• Churn management of customers and built a strategy to retain to them.
• Worked on the Pay-outs of Service Centres to reduce cost per install
Responsibility:
• Planning and forecasting of Post-sales support and spares.
• Service network planning, implementation and control.
• Vendor management, commercial planning and cost control at service touch points.
• Feedback mechanism of product service and quality to Head Quarter.
• Analysis of critical faults to reduce the hardware failure of new models of Samsung.
• Audit of ESC/DSC/SIS across region to ensure a good service provided to customers within TAT.
• Monitored calls to ensure Zero Customer Pending calls as per KPIs.
• Defined Service Standards at ESCs for better support for customer satisfaction.
• Responsible for delivering product knowledge and repair guide to service centres.
Responsibility:
• Managed After sales service support for TTSL handling for 10 major brands and defining warranty terms for them.
• Administer Authorized Service centre for different OEMs
• Monitored performance of Circle Service Teams.
• Maintained Service Spares List of all Brands available with TATA Indicom.
• To ensure latest PRL/Software Version is available with the entire channel partners.
• Ensure 100% resolution of Escalations closed by the OEM within the SLA.
• Monitored all brands Service pending calls to reduce the TAT and follow up calls of resolved complaint.
• Mystery shopping to check the satisfaction level of customer / dealer.
Responsibility:
• Handled Product Service Management- Includes planning & forecasting of post sales service and spares.
• Information to Service centre on a new handset launch-L3 training and software training.
• Check quality of spare product and provide feedback to Head Quarter to improve repair process.
• Field Service Management- Administer and support LG Authorised service centre.
• Monitored performance for branch service team & ASC.
• Monitor complaint call status and repair activity at service centres.
• Service Network Management- Strategize, Plan and manage process of an appointment and termination of Service centres.
• Audit- conduct test for operational and technical competency.
Responsibility:
• Product Service Management.
• Field Service Management.
• Service network Management.
• Responsible for dealer management.
• Implemented technical support and service marketing activities.
Btech in Electronics (4years Full time)