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Manager Service & Warranty

Bangalore, Karnataka

Yellow Box HR Services

Job Description

What will you do? You will be managing service/ warranty process horizontally across categories involving one or more business lines in Private Label.

Govern Field Service operations, Call centre operations & Service revenue business.

Connect technical teams at manufacturer side & Authorized service provider side to plan for warranty setup.

Coordinate with manufacturers & authorized service providers to identify product failure modes and get the SOPs for failure diagnosis & the product repairs created.

Enable service partners on new product launches including arranging the training & samples, etc.

Complete end-to-end spare parts management from identification of spares to ordering to distribution to replenishment & return flows for defective spare parts from authorized service providers.

Work with internal teams to develop & deploy solves for prioritized problems

Conduct Field failure analysis during DOA/ warranty period & close loop product feedback with Quality & sourcing teams

Create & monitor revenue business through the existing channel of authorized service providers

The projects would include but not limited to:

Warranty flow execution at scale

Enable service partners with service manuals, product samples & training

Spare parts planning

Service audits

Monitor & reduce warranty claim leakages

Establish governance framework including setup of metrics with the service partners

Close-loop product feedback with Quality teams

What you should have?

Besides relevant experience, you should be passionate about customer experience. Being successful at this role will require all round expertise in business, technical and operational aspects of eCommerce. You will also need high degree of comfort with handling multi-stakeholder scenarios, as well as managing multiple projects at the same time.

Minimum 5-7 years in appliances service industry

Should have worked in a similar role at a HO level in companies such as Samsung/ LG/ Whirlpool/ Philips, etc.

Experience leading complex warranty & service processes

What will make your profile stand out?

1.Should have worked in setting up Service operations, warranty tracking, product quality feedback, profit center development, IT support for Service design and service brand management.

2.Your profile makes us believe that you are an innovative process & business manager with superior analytical abilities to dig several layers deep into metrics to identify trends and root causes.

3.You have sense of ownership & problem solving attitude

4.You can support developing and presenting business cases to all levels of the organization to get their buy-in.

5.You have a demonstrated record of delivering superior results.

6.You can demonstrate that:

1.You are comfortable interacting with cross-disciplinary technical and non-technical teams.

2.Strong organizational and multitasking skills to help you balance competing priorities with ease.

You have excellent written and oral communication skills including an ability to communicate with all levels in the organization (tech

Company Description

A leading HR consultancy in India.

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between five and ten years
Compulsory Education
Salary range:
₹ 15,00,000 - ₹ 18,00,000 / Yearly (Gross Pay)
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