Service In|charge |Chennai|

As a Service In-Charge, you will be responsible for the efficient operation of the service department and ensuring that customer service standards are met or exceeded. You will oversee day-to-day processes, monitor service transactions, and manage the team's performance in order to provide exceptional service to our customers.

Day-to-Day Process Control and Monitoring:

• Ensure smooth operation of service processes.

• Handle customer inquiries and issues promptly and professionally.

• Monitor the ELS (Expected Level of Service) for all products and services.

Call Monitoring:

• Track and manage the entire call lifecycle from initial logging to resolution or closure.

• Monitor pending calls and ensure timely resolution.

• Analyze Average Waiting Period (AWP) and take measures to minimize customer wait times.

TAT (Turnaround Time) Management:

• Establish and maintain TAT benchmarks for various service activities.

• Ensure that service requests are handled within defined TAT limits.

• Implement process improvements to optimize TAT.

Escalation Management:

• Handle and resolve customer escalations and complaints effectively.

• Implement escalation protocols and ensure escalations are resolved in a timely manner.

• Identify root causes of escalations and work to prevent their recurrence.

Material Transaction Tracking and Monitoring:

• Monitor the movement and availability of service materials and spare parts.

• Ensure accurate and up-to-date inventory management.

• Coordinate with procurement to maintain adequate stock levels.

Audit of All ASPs (Authorized Service Providers) in the Defined Territory:

• Conduct regular audits of all ASPs to assess their performance and compliance with company standards.

• Evaluate pending calls, inventory levels, and the soft skills of ASP staff.

• Provide feedback and guidance to ASPs for improvement