Deputy Manager, Field Service (Commission)

Whirlpool of India Ltd

Supervision of Service Partner Operations

o Ensure quality of customer service provided by service partners ▪ Regularly monitor and help improve service quality parameters like open calls, same day closures, escalations of each service partner 

o Assist service partners in educating service engineers about the right  attitude for handling customer interactions 

o Validate replacement calls and initiate the process from service end o Assist service partners in stock management for spare parts 

Defect Management and Trade 

o Maintain trade partner satisfaction by providing timely resolution in case of defective products at the shop floor 

o Provide swift response to escalated customer issues raised by trade partners o Perform periodic stock checks at trade partner godowns and minimise stock defects and repair costs  

Training of Service Engineers  

o Provide engineering solutions to issues faced by Service Engineers o Guide the service engineers to excel in soft skills and customer interaction Provide technical support to build expertise in specific product repairs and  new products  

Sales and Revenue  

o Promote sales of accessories, water products, spare parts and stabilisers to the service partners  

o Interface with service quality team and service partners to communicate targets and incentive scheme

Whirlpool of India Ltd