Branch Service Manager
Year Kondotti, Kerala, India
Job Description
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- Response to consumers/customers within one hour of complaint registration.
- For Indoor Consumers / Dealers, ensure to issue the service receipt through ERP and get the signature by the customer on the customer copy and keep the TechZone Copy at TechZone. In case of power / computer failure, Manual job sheet can be issued which is to be updated in ERP Service receipt whenever the power is back / computer is fixed.
- Attend Landline and Mobile calls and address the complaints / enquiries within 5 rings.
- Assigning calls to technicians on rotation basis of long distance (upcountry) and short distance (local) throughout all workdays that are based on technician availability and spare availability. Post the assigned calls list in the SE Whatsapp group and track the call status.
- Loan spare to Service Engineers based on the complaint and update the loan details in ERP and issue loan book sheet to Service Engineers and get it signed by SEs and BSI.
- Check BOM list for spare part number confirmation.
- Refer Service Guidelines in order to provide impeccable service delivery to consumer.
- Monitor open complaint status and update ERP service logs with Job sheet number and edit the product details (Serial Number, Model, DOP, Batch) as actual and put proper remarks and pending reason in service log.
- Open Call Remarks to be updated with Remarks and Action Plans and reviewed with Service Engineers and Area Service Coordinators between 10 30 am and 11 30 am.
- Yesterdays registered calls to be reviewed today with BSI and ASCs to deliver 0 to1 day 90% TAT.
- v Service Operation:
- Response to consumers/customers within one hour of complaint registration.
- For Indoor Consumers / Dealers, ensure to issue the service receipt through ERP and get the signature by the customer on the customer copy and keep the TechZone Copy at TechZone. In case of power / computer failure, Manual job sheet can be issued which is to be updated in ERP Service receipt whenever the power is back / computer is fixed. v Mail Communication
- Replacement request in the prescribed format to ASC with Complaint and Warranty proofs after technical inspection.
- Discount request to ASC.
- v Finance
- Drive 100 % QR payment.
- Collect the Indoor service and spare charges from customer before delivering the item.
- Collect the outdoor service and spare charges from SEs. Collect the Cash from SEs whenever
- v Inventory Management
- Prepare MSL calculation and order for spares as per MSL calculation in ERP, send the MSL workout to Stock Point. v Self-Audits
- Take the printout of Audit Report and conduct self-audit to review the operation of the TechZone.
- Ensure the TechZone achieves 100% Audit marks during Auditors audit. v Adherence to Company Policies v Maintaining a strong working knowledge Finance
- Drive 100 % QR payment.
- Collect the Indoor service and spare charges from customer before delivering the item. v Inventory Management
- Prepare MSL calculation and order for spares as per MSL calculation in ERP, send the MSL workout to Stock Point. v Self-Audits
- Take the printout of Audit Report and conduct self-audit to review the operation of the TechZone. v Adherence to Company Policies
- Maintaining a strong working knowledge
- of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes. v Appflow
- Panel request:
- Request for LED Panels by filling all the details accurately.
- In case of case changing of delivered panel, take approval from TC.
- In case of Mismatch / Stock defective, mark the status in Appflow for new product delivery.
- Travel and Food Allowances of SE
- Validate case number, Travel location, Total KM, Collections entered by SE for TA claim and approve or reject accordingly within 1 day of claim.
- Reject duplicate entries.
- Tag Pro
- Tag the replacement items by filling up the required fields, v Google Drive
- Unassigned spare updates
- SL. No. missing cases.
- LED TV Exchange / Upgrade
- Training to new Employees
- Developing successor from Service Engineers by providing the training program during the indoor working days.
- Work Support
- Support for ASC work on his absence.
- Cell phone reimbursement
- Health insurance
- Provident Fund
- Day shift
- Yearly bonus
- Diploma (Preferred)
- total work: 2 years (Preferred)
- Home appliances: 2 years (Preferred)
- Field service: 2 years (Preferred)
- home appliances service: 2 years (Preferred)
- Microsoft Excel: 2 years (Preferred)
- Malayalam (Preferred)
- English (Preferred)
- Hindi (Preferred)
- Tamil (Preferred)
- 75% (Preferred)
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Job Detail
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Job IdJD3324211
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationKondotti, Kerala, India
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EducationNot mentioned
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ExperienceYear