Key Responsibilities:

1. Customer Complaints & Technical Issue Resolution
 Ensure timely registration, acknowledgment, and resolution of customer complaints
and warranty claims.
 Maintain high first-time fix rates and customer satisfaction scores.
 Monitor technical issues and implement corrective actions to reduce recurring
problems.
2. Service Franchisee & Personnel Management
 Identify, appoint, and support service franchisees and personnel across India to ensure
nationwide coverage.
 Conduct onboarding, training, and regular performance reviews of franchisees and
service personnel.
 Ensure service quality compliance and SLA adherence across all service partners.
3. Service Team Leadership & Development
 Lead and mentor the internal service team to achieve high performance.
 Provide technical and soft skills training and monitor team KPIs.
 Maintain employee engagement, productivity, and low attrition.
4. Service Revenue & Process Improvement
 Drive revenue growth through AMC contracts, spare parts, and accessories sales.
 Ensure timely renewal of service contracts and upsell services where possible.
 Identify and implement process improvements to enhance efficiency and reduce costs.

5. Career Development & Succession Planning
 Acquire skills and experience to progress toward Deputy General Manager –
Customer Service Operations.
 Undertake cross-functional projects, mentorship, and leadership initiatives to
strengthen business acumen.

Key Performance Indicators (KPIs):

 Register ≥ 95% complaints in CRM and acknowledge within 2 hours.
 Close ≥ 90% of standard cases in ≤ 3 days; ≥ 80% complex cases in 5–7 days.
 Maintain ≥ 90% CSAT and ≥ 85% first-time fix rate.
 Appoint ≥ 10 new franchisees per quarter until full coverage.
 Ensure ≥ 90% SLA compliance across all franchisees.
 Maintain ≥ 90% CSAT through franchisee-handled services.
 Ensure ≥ 90% of team members achieve their KPIs.
 Achieve ≥ 20% YoY AMC growth and ≥ 90% renewal rate.
 Implement ≥ 3 cost-saving or process improvements annually.
 Achieve ≥ 85% positive team/leadership feedback and ≥ 90% CSAT.

Qualifications & Skills:

 Bachelor’s degree or Diploma in Mechanical/Electrical Engineering , or relevant
field.
 Minimum 3–5 years of experience in after-sales, service operations, or customer
service management.
 Strong leadership and team management skills.
 Technical knowledge of industrial equipment (HVAC, refrigeration, compressed-air
systems, chillers, dehumidifiers, Panel A/c.).
 Proficiency in CRM/service management software and MS Office.
 Excellent communication, problem-solving, and decision-making skills.

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if Interested, kindly forward your updated CV on hr5@tasolutions.in  or can call on 9041287949. We will really appreciate it if you forward this position to your colleagues or Friends.