KEY PURPOSE OF THE JOB (POSITION SUMMARY)

The position is primarily responsible for developing and managing the field service operations for Appliances to 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

To ensure service deliverance and achievement of Key Processing Index targets.
To set the KPI goals to the service franchisees for smooth service operations and monitor the same.
To give best sales support to all Sales partners, stakeholders and customers. 
Responsible for Appliances C-SAT and ensure to keep brand in better place on service 
To provide timely support to the service partners and keep them updated on the company policies and processes. 
To ensure service centers are planned spare MSL and support in commercial issues
Plan for the Training need to all service franchisees and to ensure all the franchisee engineers are well trained, technically qualified and groomed well in soft skills
To ensure Service Network Expansion based on the sales plan and business need 

KEY FUNCTIONS & RESPONSIBILITIES

STRATEGIC

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

OPERATIONAL

Service Network 
•    Service network expansion based on business requirement 
•    Review cost and plan the service centers in C class towns if required 
•    Plan for RST's / Off roll Engineers in non-viable location
Service KPI's & Budget 
•    Plan and share the KPI's to all service franchisee and update/educate them for achievement 
•    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.
To provide operational support and training plan to Internal and Service Franchisee Engineers:
•    Provide technical support & Plan the training based on the Engineer efficiency level.
•    Soft skill and technical training to engineer and monitor Hygiene Factor and recommended tool kit used in field 
•    Ensure Hafele service processes are timely implemented by Service Franchisees - All processes like policy, warrant, terms, Job Sheet, other technical process
To act as a support hand to service franchisees for all operational issues:
•    Spare part MSL Planning, 
•    Creating awareness about toll free number at trade
•    Clearing commercial issues in of service franchisee
Attending all Hi-End / escalated customers calls:
•    Provide personal attention 
•    Ensure customer satisfaction by timely installation/ complain resolution
To evaluate monthly calls for Franchisee Claims, ensure timely payment to Franchisee and resolve commercial issues:
•    Creating awareness about toll free number at trade
•    Submitting Claim report on time
•    Ensure timely payment to Service Franchisees by coordinating with Accounts department.
Product Technical Support (For assigned product category) 
•    Responsible for Product technical support, this is technical role for product technical validation which will be done for PAN India not the operational position 
•    Support for spare MSL planning for product 
•    Field failure analysis and support Engineering department for quality analysis
•    Training support to develop the technical documents 

OPERATIONAL Cont..

DEVELOPMENTAL

Internal service managers and Franchisee service engineers Product Knowledge and technical competency 

OPERATING NETWORK

INTERNAL RELATIONSHIPS &  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 & 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, Feedback and better Service experience 

ROLE REQUIREMENT

ESSENTIAL QUALIFICATION    BE, B. Tech, Diploma – Electrical, Electronic, Electronics and Communication.
PREFERRED QUALIFICATION    BE - Electrical, Electronic, Electronics and Communication
CERTIFICATIONS ( IF ANY)    N.A.
EXPERIENCE    10-15 Yrs
AGE    32-38
ADDITIONAL SKILLS:    Technical Inclination, Service Orientation, Good Communication Skills, Team handling 

COMPETENCIES