Service Delivery • Recruitments of Service Teams for Company owned Direct Service Centers. • Managing the whole SF team of more than 35 Engineers & Assistant Engineers for Best service function & Customer Support. • Also Handling the Service Franchisee, DS, DCC operation for Saurashtra & Kutch. There are 4 service franchisee and 8 DCC operations are taking cared under my supervision. • Maintaining the process flow of all Direct Service centers & Service Franchisee for accurate & efficient operation. • Maintaining the SLA (Service Level Agreement) for all the technical calls. • Using the SAP based call management system for Service calls & Installation calls. • The Technical Coordinator will report to me for daily Call completion reports. The Store In charge of DSCs (Direct Service Centers) will report to me for Store-stock, Spare management. • Regular taking Service review for better exposure for efficient performance. • Maintaining the TAT (Turn around Time), response time at maximum level for best Customer Support Function. • Regular market visits to DTH & Consumer Electronics Dealers & Distributors. • Management of SF operation and execution with team of service Engineers. • Trade Satisfaction and Defective Management. • Coordinate with Verticals across branch offices and Head office. • SF management and proper dispatch to Head office. • Check & control on sales return and dented products. • Frequent Dealer Visit and Resolving major pending issued of customers as well as Product. • To develop and execute strategies aimed at making us the most preferred supplier/ distributor for all our customers. • Managing installation and project execution and Ensure availability of spare parts at all times. • DNE complain pendency Zero in common bucket across zone on daily basis by EOD. • Prepaid & postpaid installation management and execution on daily basis of across SF and DCC to Gujarat Zone. • Resolve any escalated Customer Complaint and ensure performance against norms. • Responding to customer call-outs and Evaluating and resolving problem. • Analyzing and Circulating Reports (TAT, Call closing, SLA). • Recruitments of Installation Team for company’s SSD (Service Sales Division). • Taking monthly, weekly technical training of installation Teams, Team Leaders as well as service engineers for better performance. • Maintaining the process flow of all SSDs for accurate & efficient operation. • Job includes taking daily reporting of “Team Leaders� of all respective SSDs for daily installation calls for maintaining daily MIS records. • Ensuring the best installation quality to maintain the field complain ratio ZERO by giving proper guidelines to all Installation teams. • Taking open session for all technical & backend staff for better synchronization & efficient work function.