Senior Analyst, Field Service

Location

Panchkula | India

Job description

As a Branch Service Manager at Whirlpool, you will play a pivotal role in leading and managing a team of Area Service Managers (ASMs) to achieve service targets within your designated branch. This position requires a strategic thinker with strong leadership skills, a proven track record in service management, and the ability to drive performance to meet branch-specific goals. The ideal candidate will contribute to the overall success of the service department by ensuring the delivery of high-quality customer service and meeting key performance indicators.

Your responsibilities will include

• Lead, mentor, and manage a team of Area Service Managers (ASMs) to achieve individual and branch service targets.
• Conduct regular performance reviews, provide feedback, and identify opportunities for professional development.

Branch Service Targets:

• Develop and execute strategies to achieve branch-specific service targets, including Net Promoter Score (NPS), service quality parameters, and customer satisfaction goals.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.

Service Operations Oversight:

• Ensure seamless coordination and communication among ASMs to optimize service operations within the branch.
• Supervise the implementation of service policies, procedures, and standards to maintain a high level of service excellence.

Collaboration with Stakeholders:

• Collaborate with other departments, such as Sales and Marketing, to align service objectives with overall business goals.
• Build strong relationships with trade partners, addressing concerns and ensuring effective collaboration.

Budget Management:

• Work closely with the finance department to manage the branch service budget effectively.
• Optimize resource allocation to ensure cost-effectiveness while meeting service targets.

Minimum requirements

• Bachelor s degree in a relevant field; advanced degree is a plus.
• Proven experience in service management, with a track record of achieving targets and leading teams.

Preferred skills and experiences

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to drive results in a dynamic and fast-paced environment.
• Knowledge of the home appliances industry is desirable.
• Proficient in Microsoft Office Suite and service management software.

Training and Development:

• Develop and implement training programs for ASMs and service teams to enhance technical skills, customer service, and product knowledge.
• Foster a culture of continuous learning and improvement within the branch.

Reporting and Analysis:

• Generate regular reports on service performance, analyze data, and present insights to senior management.
• Provide recommendations for process improvements and efficiency gains.

Job tags

Salary