Job Level
Mid-LevelSenior
About the role
- Efficiently handle customer complaints and service concerns, ensuring timely resolution and enhancing customer satisfaction and retention
- Contribute to service revenue generation through execution of Annual Maintenance Contracts (AMC), out-of-warranty repairs, and product replacements
- Oversee spare parts planning and inventory management for authorized dealers and conduct periodic audits
- Engage with distributors and sub-dealers through monthly review meetings to evaluate service KPIs and align service goals
- Coordinate dealer account reconciliation from the service perspective in collaboration with finance
- Monitor daily service operations, analyze Turnaround Time (TAT) data, and implement continuous improvement initiatives to reduce response and resolution times
- Provide on-site technical support and troubleshooting for Room Air Conditioners (RAC) and Variable Refrigerant Flow (VRF) systems
- Investigate and resolve complex service issues through root cause analysis, customer visits, and coordinated field actions
- Conduct regular quality and process audits to ensure adherence to organizational service standards and EH&S compliance
- Maintain collaborative relationships with channel partners, service technicians, and internal cross-functional teams to ensure effective service delivery
- Deliver training programs for newly onboarded technicians on product knowledge, service protocols, and safety standards
- Undertake travel to upcountry and remote locations as required to support service operations and customer escalations
Requirements
- 5-10 Years of experience
- Efficiently handle customer complaints and service concerns, ensuring timely resolution and customer satisfaction
- Experience in service revenue generation through Annual Maintenance Contracts (AMC), out-of-warranty repairs, and product replacements
- Experience in spare parts planning and inventory management for authorized dealers and conducting periodic audits
- Experience engaging with distributors and sub-dealers and evaluating service KPIs through review meetings
- Experience coordinating dealer account reconciliation with finance from the service perspective
- Experience monitoring daily service operations, analyzing Turnaround Time (TAT) data and implementing continuous improvement initiatives
- On-site technical support and troubleshooting expertise for Room Air Conditioners (RAC) and Variable Refrigerant Flow (VRF) systems
- Experience investigating and resolving complex service issues through root cause analysis, customer visits, and coordinated field actions
- Experience conducting regular quality and process audits and ensuring EH&S (Environment, Health & Safety) compliance
- Experience maintaining collaborative relationships with channel partners, service technicians, and internal cross-functional teams
- Experience delivering training programs for newly onboarded technicians on product knowledge, service protocols, and safety standards
- Willingness to undertake travel to upcountry and remote locations as required to support service operations and customer escalations