Deputy Manager - Customer Service (Solar & Electrical Products)

Manager

Job Code/ Requisition ID

 

Location

 Gurgaon

Travel Required

Yes

Department / Function

Service

Position Name

Deputy Manager

Designation

Deputy Manager

Role

Individual

 

Team                 

 

Reporting To

General Manager

Job Specification

 

 

Qualification/ Personal Attributes

B.E./Diploma in Electronics/Electrical

Min. 8 years’ experience

Relevant / Additional Experience - Customer Service with Electrical / Lighting/Consumer durable background

Solar Industry 

Job Description

Key Responsibilities

 

 

• Execute the customer service strategy for all Solar & High KVA products and brands of the PSB vertical
• Build sustainable competitive advantage in the operations.
• Develop an annual plan for customer service function to achieve the decided levels of customer service delivery.
• Analysis of business results, directing corrective action, and reviewing processes to identify improvements
• Ensure customer satisfaction by ensuring excellent service deliveries like TAT, SDS, First Time Fix, CSAT,CNPS & Repeat repairs
• Monitor/ Review the performance of field team & Service centers
• Ensure no escalation from trade & end customers
• Ensure data sanctity/ accuracy in CRM
• Ensure timey action on Product Quality issues reported from field
• Monitor successful implementation of quality systems and standards in the service departments.
• Service Cost Analysis vis a vis sales
• Takes Initiatives in proposing & getting the new ideas executed
• Bringing innovation in Service of Solar & High KVA product category

 

 

This position is responsible for customer service initiatives for all Solar & High KVA products and brands Power Storage Business. Will be accountable for implementation of the strategy including delivery of customer service, trade satisfaction, Engineer’s capability development.

Bringing Innovation in Solar & High KVA Service processes & business 

 

About Luminous

Luminous Power Technologies, a leader in energy solutions, is a 35-year-old company which started as a small venture. Now on its brand transformation journey, its mission is to become a name synonymous with all-encompassing home electrical, power backup and residential solar solutions and create millions of happy homes in India.

 

Today, Luminous is already a powerful, trustworthy brand name in 100 million Indian homes. During this successful journey, it has embraced the core values of reliability, consistency, longevity and the highest standards of integrity along with dynamic ideas and innovation. Its consumer-centric focus has led Luminous into new categories to deliver excellence in every product and home solution it offers. With 7 manufacturing units, more than 28 sales offices in India and presence in over 36 countries our 6000 employees serve more than 60,000 channel partners and millions of customers. Our motto has always been Customer Delight through Innovation & Passion with focus on Execution & Team-work. At Luminous, we passionately innovate to make life comfortable and efficient.

 

Luminous is a group company of Schneider Electric, a global leader in energy management with presence in over 100 countries, 1.5 lakh people and a revenue of Rs. 2 lakh crore.

 

• Career Page- http://joinus.luminousindia.com/
• LinkedIn- https://www.linkedin.com/company/luminous-power-technologies-p-ltd/
• Home Page- https://www.luminousindia.com/about-us
• Glassdoor-https://www.glassdoor.co.in/Overview/Working-at-Luminous-Power-Technologies-P-       EI_IE519545.11,40.htm

             

 

Experience Level

Mid Level