KEY PURPOSE OF THE JOB (POSITION SUMMARY)

The position is primarily responsible for developing and managing the entire service operations of the assigned region The role holder would be responsible to ensure customer satisfaction by providing efficient and professional after sales and service support to the consumers.

KEY RESULT AREAS

1    To ensure service delivery and achievement of Key Processing Index targets.
2    To set the KPI goals to the service franchisees for smooth service operations and monitor the same.
3    To give best sales support to all partners, stakeholders and customers. 
4    To ensure all the Service Engineers are well trained, technically qualified and groomed well in soft skills 
5    To provide timely support to the service partners and keep them updated on the company policies and processes. 
6    To ensure service centers are planned spare MSL and support in commercial issues
7    To ensure all Service Engineers meet the basic Hygiene Factors including proper grooming.
8    To ensure Service Network Expansion based on the sales plan and business need 
 

STRATEGIC

1    To ensure Service delivery as per KPI structure and service budgets
2    To provide Sales support to trade Partners, Internal and External customers 
3    To take responsibility of proper Service network planning thereby ensuring there are no gaps in the service level.
4    To ensure Internal technical team & Service franchisee engineers are technically qualified and meet basic hygiene factors.
 

OPERATIONAL

1    Service Network 
•    To ensure Service network expansion based on business requirement 
•    To review cost and plan the service centers in A,B & C class towns if required 
•    To plan for RST's / Off roll Engineers in non-viable location
2    Service KPI's & Budget 
•    To plan and share the KPI's to all service franchisee and update/educate them for achievement 
•    To ensure weekly review and action plan for achieving the KPI & Budget 
•    To ensure that customers and HSPN system is timely updated w.r.t. all pending calls and status.
•    Visit trade and ASC regularly as per PJP
•    Ensure ASC is attending the calls as per norms and providing required updates in HSPN..
•    Ensure ASC is visiting key dealers and resolving service related requirements.
•    Upkeep the Trade Satisfaction level and initiate corrective measures based on feedback.
•    Coordinate with ASC team for escalated calls and provide resolution.
•    Liaison with sales, commercial & HO to resolve customer, dealer and ASC related concerns. 

3    To provide operational support and training plan to Service Franchisee Engineers:
•    To provide technical support & Plan the training based on the Engineer efficiency level.
•    To ensure Soft skill and technical training to engineer and monitor Hygiene Factor and recommended tool kit used in field 
•    To ensure Hafele service processes are timely implemented by Service Franchisees - All processes like policy, warrant, terms, Job Sheet, other technical process
 

OPERATIONAL Cont..

4    To act as a support hand to service franchisees for all operational issues:
•    To ensure spare part MSL Planning, 
•    To create awareness about toll free number at trade
•    To clear commercial issues in of service franchisee
•    Perform audits on Spare replacement calls, OW cancelled calls and Service charges collected calls and initiate appropriate corrective measure.
•    Take appropriate actions based on C-Sat survey feedback.
5    Attending all High-End / escalated customers calls:
•    To provide personal attention 
•    To ensure customer satisfaction by timely installation/ complain resolution
•    Liaison for escalated and CDRF calls with respective HO team
6    To evaluate monthly calls for Franchisee Claims, ensure timely payment to Franchisee and resolve commercial issues:
•    To create awareness about toll free number at trade
•    To submit Claim report on time
•    To ensure timely payment to Service Franchisees by coordinating with Accounts department.
 

DEVELOPMENTAL

1    To remain informed and updated with Product Knowledge.

OPERATING NETWORK

INTERNAL RELATIONSHIPS
S.No.    DEPARTMENT    PURPOSE OF THE INTERACTION
1    Spare    Spare requirements 
2    Accounts    Service Franchisee claims, CN’s
3    Sales    For Site visits, dealer issues on service
EXTERNAL RELATIONSHIPS
S.No.    ENTITY    PURPOSE OF THE INTERACTION
1    Service Franchisee    For all operational concerns and support 
2    Customers    For installations, demo and complaint resolution
3    Dealers    For defect clearance
 

ROLE REQUIREMENT

1    ESSENTIAL QUALIFICATION    BE, B. Tech, Diploma – Electrical, Electronic, Electronics and Communication.
2    PREFERRED QUALIFICATION    BE - Electrical, Electronic, Electronics and Communication
3    CERTIFICATIONS ( IF ANY)    N.A.
4    EXPERIENCE    5-10
5    AGE    26-35 years
6    ADDITIONAL SKILLS:    Technical Inclination
        Service Orientation  
        Good Communication Skills
        Manhandling 
 

COMPETENCIES