Job description

Overview of the role:

To lead and manage service operations for Consumer Electronics and Air Conditioning products by ensuring timely service delivery, high quality standards, effective team performance, and compliance with company processes related to service, spare parts, stock, finance, reporting, and the achievement of revenue and collection targets as assigned from time to time.

What you will do:-

Description of Accountability:

Service Operations

• Achievement of revenue and collection target related to assigned portfolio and profit centre
• Ensure timely allocation and effective distribution of service calls among team members to maximize productivity and meet service level agreements (SLAs).
• Coordinate closely with customers, technicians, resellers, dealers, and internal teams to attend and resolve complaints within the prescribed turnaround time.
• Monitor job progress and proactively update customers and relevant stakeholders on status and expected closure.
• Ensure proper job closure and timely billing in SAP immediately upon completion of service calls.
• Maintain clear and professional communication through SAP, emails, and internal coordination.

Quality & Performance Management

• Ensure all service jobs are completed with the highest quality standards, aiming for zero repeat complaints.
• Identify, raise and discuss epidemic or recurring failures with Principles and Line Managers and support root cause analysis.
• Monitor individual technician performance and motivate team members to improve efficiency, skill levels, and accountability.
• Guide team members to take on higher responsibilities through coaching, mentoring, and on-the-job support.
• Recommend and coordinate technical and soft-skill training programs based on performance gaps.
• Obtain periodic feedback from customers/end users regarding work carried out and ensure corrective actions are implemented where required.

Spare Parts Management

• Raise spare parts requests promptly and ensure timely issuance to technicians to avoid service delays.
• Track pending parts and regularly review status with the Parts team for follow-up and availability.
• Ensure defective parts are returned to the store within three (3) days of repair completion.
• Maintain weekly review of pending and returned parts with the team.
• Escalate spare parts pending beyond seven