Job Description

Position: Field Service Manager

Report to: Zonal Service Manager

Job Responsibilities:

As a member of Xiaomi India after sales team, FSM will be primarily responsible for setting up & running after-sales field operations.

Job Duties:

·       He should be well-versed in the geography of the assigned region.

·       To plan and share the KPI's to all service franchisees and update/educate them on their achievement.

·       To ensure weekly review and action plan for achieving the KPI

·       Visit trade, distributors, and ASC regularly as per PJP

·       Ensure ASC is visiting key dealers and resolving service-related requirements.

·       Maintain the Trade Satisfaction level and initiate corrective measures based on feedback.

·       Coordinate with the ASC team for escalated calls and provide resolution.

·       To provide operational support and a training plan to Service Franchisee Engineers:

·       To provide technical support & Plan the training based on the Engineer's efficiency level.

·       To ensure Soft skills and technical training to engineer and monitor Hygiene Factors and recommended tool kit used in the field.

·       To ensure Xiaomi service processes are timely implemented by Service franchisees, all processes like policy, warrant, terms, Job Sheet, and other technical processes

·       To act as a supporting hand to service franchisees for all operational issues:

·       To ensure spare part MSL Planning,

·       Perform audits on Spare replacement calls, OW canceled calls, and Service charge collected calls and initiate appropriate corrective measures.

·       Take appropriate actions based on C-Sat survey feedback.

·       To ensure customer satisfaction through timely installation and complaint resolution

·       Attending all High-End / escalated customer calls:

·       To ensure customer satisfaction by timely installation and complaint resolution

Desired Candidate’s Profile:

·       Proficiency in listening, speaking, reading and writing, English can be used as a working language

·       People management skills (Team, Service providers, and Partners)

·       Working knowledge of CRMs, analytical tools, and proficiency in office tools

Qualification – Bachelor's degree or above

Experience: 3+ Years of Relevant Experience  

Skills – Excel, Team Handling

Full-time or Part-time – Full-time

Travel: Yes