Frontline role handling Service centers directly. Monitors service quality and coaches service centers to achieve desired service levels. This position is directly responsible for the overall customer service operations for all products manufactured/marketed by Luminous Power Technologies Ltd in the given area .Will be accountable for implementation of the strategy at ground level.
Primary Job Responsibilities
Customer Services & Power Electronics Industrial
Execute the customer service strategy for all products across the service network
Ensure Key Service Deliveries like TAT,CSAT, CNPS, Productivity, Cost & Quality are met consistently
Monitor the performance of service centers with strong periodic review mechanism
Ensure data Accuracy / Sanctity in CRM
Ensure adequate quality manpower in field
Ensure no escalation from trade & end customers
Ensure planned visits to trade & resolve issues timely & maintain good market reputation
Keep Warranty consumption within norms with random audits
Ensure to achieve revenue targets service center wise
Ensure spare parts are managed effectively with no variance
Manage MSL & credit limits across all service centers
Ensure System & process are in place all across the network
Monitor successful implementation of quality systems and standards in the service departments.
Ensure all engineers are trained time to time with refresher & new hire trainings
Develop available pool of Engineers for better productivity & drive
