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Deputy General Manager - Service Delivery (At Home) @ Onsitego

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 Deputy General Manager - Service Delivery (At Home)

Job Description

Job Purpose:
Drive after sales service operations through the service center network to provide exceptional customer satisfaction and effective leadership of the service team.

Responsibilities:
Build and monitor service center network and maintain excellent relationships with the Service center partners.
Audit and monitor to optimize service center performance including productivity, efficiency, quality and customer satisfaction metrics.
Collaborate with cross-functional teams to enhance after-sales service offerings and customer experience.
Achieve committed TAT and SLAs for At Home division.
Ensure quality of service as per organization standards.
Drive NPS target achievement for the organization.
Monitor and achieve targets for Service Part Return.
Lead and manage field service team by providing guidance, support and mentorship. Also ensure regular training to build capability within team and service engineers.
Oversee budgeting, forecasting and financial management of the team operations.
Audit and monitor all processes as per organization guidelines and ensure 100% process adherence.
Drive continuous improvement initiatives to improve service, reduce costs and streamline processes to overcome challenges and reduce customer escalations.
Stay abreast with technological advancements, and best practices in after-sales service management.
Desired candidate profile:
Ability to effectively handle a team
Exceptional problem solving, interpersonal and analysis skills combined with the ability to synthesize and effective communication skills
Strong experience in field service operations
A start-up mentality and ability to thrive in a fast-paced learning environment.
Sound technical knowledge of Consumer durables / HA/CE products
Good knowledge of service network management

Job Classification

Industry: Internet
Functional Area / Department: Customer Success, Service & Operations
Role Category: After Sales Service & Repair
Role: Service Manager
Employement Type: Full time

Contact Details:

Company: Onsitego
Location(s): Delhi, NCR

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Keyskills:   Service management After sales service Customer satisfaction Consumer durables Budgeting Continuous improvement Forecasting Monitoring Auditing Service operations

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Onsitego

Onsitego is Indias leading device-care provider and offers Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services. We cover all electronic devices and home appliances. Our plans are widely available across retail stores and online marketplaces.

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