AddressPosition: Field Service Manager
Report to: Zonal Service Manager
Job Responsibilities:
As a member of Xiaomi India after sales team, FSM will be primarily responsible for setting up & running after-sales field operations.
Job Duties:
. He should be well-versed in the geography of the assigned region.
. To plan and share the KPI's to all service franchisees and update/educate them on their achievement.
. To ensure weekly review and action plan for achieving the KPI
. Visit trade, distributors, and ASC regularly as per PJP
. Ensure ASC is visiting key dealers and resolving service-related requirements.
. Maintain the Trade Satisfaction level and initiate corrective measures based on feedback.
. Coordinate with the ASC team for escalated calls and provide resolution.
. To provide operational support and a training plan to Service Franchisee Engineers:
. To provide technical support & Plan the training based on the Engineer's efficiency level.
. To ensure Soft skills and technical training to engineer and monitor Hygiene Factors and recommended tool kit used in the field.
. To ensure Xiaomi service processes are timely implemented by Service franchisees, all processes like policy, warrant, terms, Job Sheet, and other technical processes
. To act as a supporting hand to service franchisees for all operational issues:
. To ensure spare part MSL Planning,
. Perform audits on Spare replacement calls, OW canceled calls, and Service charge collected calls and initiate appropriate corrective measures.
. Take appropriate actions based on C-Sat survey feedback.
. To ensure customer satisfaction through timely installation and complaint resolution
. Attending all High-End / escalated customer calls:
. To ensure customer satisfaction by timely installation and complaint resolution
Desired Candidate's Profile:
. Proficiency in listening, speaking, reading and writing, English can be used as a working language
. People management skills (Team, Service providers, and Partners)
. Working knowledge of CRMs, analytical tools, and proficiency in office tools
Qualification - Bachelor's degree or above
Experience: 3+ Years of Relevant Experience
Skills - Excel, Team Handling
Full-time or Part-time - Full-time
Travel: Yes
Skills: Team Handling
Experience: 3.00-5.00 Years
