Direct Service Centre Supervisor

Location

Bangalore | India

Job description

Role:

• We are seeking a candidate with minimum 2-3 years or more in CE service center management experience with core experience in handling all the processes related to operating a service center for Service delivery like Inward & CE Product hands-on repair knowledge, Outward customer units management, able to perform role as a process and technical trainer for own center staff for applying the right processes as per company guidelines to ensure customer for workshop & onsite.
• The role will have to do daily monitoring of own service center pending job management, Parts availability, Audit of processes, monitoring of service repairs at workshop, real time updating of job status data in the companys service software.
• Monitor and allocate the service engineers for daily repairs activity and ensure productivity.
• The role will encompass managing the customer escalations of his center, Customer units repair job allocation as per technician productivity, center management & Technical Support.
• The role is also responsible for Commercial correctness of the billing , Customer SLAs adherence, Customer connect for escalated ones to ensure satisfaction & housekeeping of the service center with need based upgrades in advise from the Area Service Manager. People   management and Cost optimization awareness are critical to this function.
• Work with Local Commercial team/RSC Stores Executive/Manager to ensure sales return of good parts from the authorized service partners/ Direct service center and RSC technicians are accounted physically and taken into stock at the regional service center for own center use.
• Ability to identify the Various processes and provide inputs to Area Service Manager for improvement;
• Innovate with changing times, to implement the new processes of high value parts stocking and safety;
• As a hands-on repairer is able to perform workshop repairs at the RSC / Direct Service Center in the absence of the workshop technician due to absence or work on field assignments.
• Implement security access and methods for entrance and manpower movement to avoid pilferage of centers assets

Responsibilities will, amongst other things, include:

• CSRC MIS preparation and ensure defect return from ASC before submission to ASM & Commercial.
• Daily review of open jobs at job sheet and physical unit level to ensure repair s process adherence, Education on process / new repairs method changes, new product information etc to the centers team.
• Management of customer issues and provide timely responses to customer feedback.
• Ability to work with multiple stakeholders.
• Strong analytical and problem solving abilities.
• Direct Interaction with customers.
• Manpower availability as per workload and allocate the resource for an effective service delivery.
• Proactively monitor & maintain optimum inventory level and distribution of spare parts.
• Improve service centres staffs technical & customer handling skills through continuous education.

Experience and Background

• 3 years full time Diploma holder as minimum qualification from College / Institute.
• Have at least 2 years of hands-on repair in the previous functions as a service engineer handling Consumer Electronics products and the rest are administrative in handling a team of service technicians or manning a service center.
• Exclusions are personal from Mobile & DTH platforms experience.

Job tags

Salary