Job Description
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
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
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