Job Purpose:
The Area Service Incharge will be responsible for managing end-to-end after-sales service operations within the assigned territory, ensuring timely installation and repair of small kitchen appliance and home appliances.
The role focuses on delivering high service quality, meeting defined TAT and NPS targets, and strengthening the third-party service network.
Responsibilities:
Oversee installation, repair, and maintenance service operations for consumer durables in the assigned area
Ensure all service requests are closed within defined
Turnaround Time (TAT)
and meet
customer satisfaction (NPS)
benchmarks
Regularly updates CRM platform
Coordinate and manage third-party service centres to ensure service quality, productivity, and adherence to SLAs
Identify, onboard, and develop new third-party service partners to expand service coverage
Monitor daily service performance, track open calls, and drive closure efficiency
Conduct regular audits and training sessions for service partners to maintain quality standards
Handle escalations and ensure quick resolution of customer complaints
Maintain service MIS reports, analyze performance trends, and implement corrective actions
Ensure availability of spare parts and coordination with supply chain teams
Drive cost optimization while maintaining service excellence
Build sustainable relationships through open and interactive communication with the assigned Service Centers
Desired candidate profile:
3–6 years of experience in after-sales service operations of small kitchen appliance and home appliances.
Experience in managing third-party service networks or franchise/service partners
Strong understanding of service KPIs such as
TAT, NPS
Good problem-solving and stakeholder management skills
Ability to handle field operations and multitask in a fast-paced environment
Basic knowledge of MIS reporting and service management tools
Qualification: Any graduate
