Lead Inventory-DTH-Bangalore

#BAL

Key Responsibilities:

Customer Satisfaction - 

·         Ensure high levels of customer satisfaction by meeting the company's agreed Turnaround Time (TAT) for service delivery.

·         Enhance customer experience by Repeat reduction

·         Manage and resolve customer complaints and escalations, ensuring a closed-loop process.

·         Drive adherence to TAT and manage high aging pendency cases.

·         Track Net Promoter Score (NPS) and implement corrective actions in coordination with circle teams.

Resource Management:

·         Collaborate with CFT & Field team to ensure adequate infra-availability at the pin code/partner level, based on forecasted service loads.

·         Oversee training and tooling of engineers and backend coordinators.

·         Ensure sufficient spare inventory is available at all touchpoints to meet Service Level Agreement (SLA) requirements.

Process Audit and Governance:

·         Establish a robust audit mechanism to ensure adherence to processes across all touchpoints.

·         Implement strong governance measures to prevent revenue leakage.

·         Oversee the control of in-warranty material consumption during service calls and ensure timely replenishment to partners.

Process Automation and policies to enhance operational efficiency.

This JD outlines the primary responsibilities and objectives for a Service Support Manager, emphasizing customer satisfaction, resource management, performance tracking, and process efficiency.