Deputy General Manager - Service Delivery (At Home)

Job Purpose:Drive after sales service operations through the service center network to provide exceptional customer satisfaction and effective leadership of the service team.

Responsibilities: ● Build and monitor service center network and maintain excellent relationships with the Service center partners. ● Audit and monitor to optimize service center performance including productivity, efficiency, quality and customer satisfaction metrics. ● Collaborate with cross-functional teams to enhance after-sales service offerings and customer experience. ● Achieve committed TAT and SLAs for At Home division. ● Ensure quality of service as per organization standards. ● Drive NPS target achievement for the organization. ● Monitor and achieve targets for Service Part Return. ● Lead and manage field service team by providing guidance, support and mentorship. Also ensure regular training to build capability within team and service engineers. ● Oversee budgeting, forecasting and financial management of the team operations. ● Audit and monitor all processes as per organization guidelines and ensure 100% process adherence. ● Drive continuous improvement initiatives to improve service, reduce costs and streamline processes to overcome challenges and reduce customer escalations. ● Stay abreast with technological advancements, and best practices in after-sales service management

Ability to effectively handle a team, Exceptional problem solving, interpersonal and analysis skills combined with the ability to synthesize and effective communication skills, Strong experience in field service operations, A start-up mentality and ability to thrive in a fast-paced learning environment, Sound technical knowledge of Consumer durables / HA/CE products, Good knowledge of service network management