Looking for candidates from post sale service preferably from Furniture background
Roles and Responsibilities
In this role the person would working on pre sale and post sale service support management, he works with internal service partner, quality, sourcing and brand teams. As an overview, this person would be responsible for end to end customer experience, service operations, project management and process improvements.
1. This role involves managing service/ warranty process horizontally across categories involving one or more business lines in the organization. This means working closely with the company's service partner (s) to develop & deploy solves for prioritized problems.
2. Conduct Field failure analysis during DOA/ warranty period & close loop product feedback with Quality & sourcing teams.
3. Complete end-to-end spare parts management from identification of spares to ordering to distribution to replenishment & return flows for defective spare parts from authorized service providers.
4. Coordinate with manufacturers & authorized service providers to identify product failure modes and get the SOPs for failure diagnosis & the product repairs created.
5. Enable service partners on new product launches including arranging the training & samples, etc..
6. Govern Field Service operations, Call centre operations.
7. Conduct Service audits and Monitor & reduce warranty claim leakages.
8. Work closely with SE/SO OPS & other cross functional teams to deliver on business goals.
9. Identify process improvements and work with respective stakeholders to improve the process and customer experience metrics.
Desired Candidate Profile
Candidate must be a graduate
Must have hands-on experience in doing field (market) failure analysis,
Must have good knowledge on spares management,
Experience leading complex warranty & service processes,
Comfortable interacting with cross-disciplinary technical and non-technical teams,
Strong organizational and multitasking skills to help you balance competing priorities with ease,
Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)
Salary: 10,00,000 - 16,00,000 P.A.
Employment Type:Full Time, Permanent
UG:Any Graduate in Any Specialization
Yellow Box HR Services Pvt. Ltd.
Hiring for an e-commerce client
Contact Company:Yellow Box HR Services Pvt. Ltd.