Whirlpool
Location
Vijayawada | 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
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
