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National Service Manager

Bengaluru, KA
Job Code:
  • Manufacturing & Production
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Job Details

Essential Responsibilities1. Responsible to manage all the Authorised HARMAN Service Center (AHSC) located across the country efficiently.2. Ensure AHSC addresses customer enquiries regarding non-functioning products, including spare parts and complete systems, answering questions and solving problems as applicable in a timely manner.3. Turn Around time of repair should be closely monitored and plan action towards reduction.4. Ensure escalation matrix is in place.5. Chart down action plan in improving IT infrastructure of the service network.6. Conduct periodic audits as per calendar and ensure the infrastructures at the AHSC are maintained as per SLA.7. Review and approve all work orders and ensure warranty claim settlements to the AHSC are done as per schedule.8. Forecast spare part requirement and stock critical spare parts to resolve customer problems in the most efficient manner.9. Interact with customers, often of higher rank to achieve high quality customer satisfaction. Proactively act on customer complaint and ensure customer satisfaction is of highest level.10. Manage customer care team and ensure deliverables are met.11. Develop, maintain, and update all technical service procedures used by the department.12. Work with other HARMAN business units on product quality and service problems as a result of interaction with the customers.13. Held stock in the warehouse should be monitored regularly and initiate activities towards reducing it.14. Review customer service performance in order to establish long and short-term strategies and plans.15. Develop and review service policies for all the brands handled.16. Establish a departmental training program in order to achieve established quality goals.17. Chart down KPI for the team and work along with the team to achieve the targets.18. Develop applicable service programs.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 15-20


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