Branch Service Manager - Customer Service Operations

Branch Service Manager

Job Code/ Requisition ID

 

Location

  Kanpur

Travel Required

Yes

Department / Function

Service 

Position Name

Branch Service Manager

Designation

Branch Service Manager

Role

Individual

 

Team                 

 

Reporting To

General Manager

Job Specification

 

Oversees daily branch service activities. Monitors branch service quality and coaches team to achieve desired levels. This position is directly responsible for the overall customer service operations for all products manufactured/marketed by Luminous Power Technologies Ltd .Will execute the Customer Service Strategy & be accountable for implementation of the strategy at ground level.

 

Qualification/ Personal Attributes

Minimum Qualifications

B.E. / Diploma in Electronics/Electricals/Mechanical

Minimum Experience

7 to 11 Years

Relevant/Additional Experience

Customer Service with Invertor Batter Business / Consumer Durable / Electrical Industry background

 

 

 

 

 

 

 

Job Description

 

• Execute the customer service strategy for all products
• Build sustainable competitive advantage in service operations
• Ensure Quality Service network 
• Ensure data Accuracy / Sanctity in CRM
• Ensure Key Service Deliveries like TAT,CSAT, CNPS, Productivity, Cost & Quality are met consistently
• Responsible for end to end operations of company owned service centers(CSC)
• Monitor/Review the performance of ASP, CSC & team with strong periodic review mechanism
• Ensure no escalation from trade & end customers
• Ensure to operate Branch Service Operations within the given budget
• Keep Warranty consumption within norms
• Ensure to achieve revenue targets for branch
• Ensure spare parts are managed effectively
• Ensure MSL at master location & across service network
• Ensure credit limits across all service centers, Minimize financial exposure.
• Ensure System & process are in place across the branch
• Monitor successful implementation of quality systems and standards in the service departments.
• Develop team through regular coaching/trainings
• Develop a pool of engineers to meet any exigencies

 

 

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