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
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
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