Field Service Manager Job in Patna at Xiaomi India

Xiaomi is hiring for the role of Field Service Manager!

Responsibilities of the Candidate:

• Plan and share the KPIs with all service franchisees and update/educate them on their achievement.
• Ensure weekly review and action plan for achieving the KPI.
• Visit trade, distributors, and ASC regularly as per PJP.
• Ensure ASC is visiting key dealers and resolving service-related requirements.
• Maintain the Trade Satisfaction level and initiate corrective measures based on feedback.
• Coordinate with the ASC team for escalated calls and provide resolution.
• Provide operational support and a training plan to Service Franchisee Engineers.
• Provide technical support and plan the training based on the Engineer's efficiency level.
• Ensure Soft skills and technical training to engineer and monitor Hygiene Factors and recommended tool kit used in the field.
• Ensure Xiaomi service processes are timely implemented by Service franchisees, all processes like policy, warrant, terms, Job Sheet, and other technical processes
• Act as a supporting hand to service franchisees for all operational issues
• Perform audits on Spare replacement calls, OW canceled calls and Service charge collected calls and initiate appropriate corrective measures.
• Take appropriate actions based on C-Sat survey feedback.
• Ensure customer satisfaction through timely installation and complaint resolution.
• Attend all High-End / escalated customer calls.

Requirements:

• Proficiency in listening, speaking, reading, and writing, English can be used as a working language
• People management skills (Team, Service providers, and Partners)
• Working knowledge of CRMs, analytical tools, and proficiency in office tools
• Bachelor's degree or above
• 3+ Years of Relevant Experience