Must have after sales service experience from a reputed electronic or telecom firm.
Must have experience in Service /Channel management, Dealer service centre, SiS concept.
Minimum of 17 + years of experience in handset BIX or operator based company."
1. Manage & Operationalize service support through Jio point & ensure SOP adhere for DOA,DAP , Warranty & out warranty service .Lead the Region/State DASS team in opertionalizing service through Jio Point
2. To work closely with State/Region DASS & S&D channel ,hand hold them for service policy and service KPIs
3. To establish a system and process for Sales Point to validate customer defect & ensure resolution in shortest possible time
4. Work with cross functional teams such as DASS Svc Ops/SCM /S&D at NHQ & Geography
5. To create metric to measure channel/Customer satisfaction and ensure re addresal of genuine problem without delay
6. To ensure proper training & monitor training imparted to Jio Point Manager/JPAM.
7. To create service policy and process at sales point
8. Responsible for ensuring that key KPIs such as - TAT; SDR; Repeat repair; Cost of Service; CSAT scores, Trade satisfaction are acheived and well within target
9. Drive people and work force productivity across India
10. To identify prospective franchisees and vendors to provide effective after sales support
11 Implement project plan and the monitor, control and review the progress & manage deviations on priority
12. To monitor and review Service Performance of different states for Jio Point and ensure they are within the stipulated guidelines of performance.
Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)" Graduate in Engineering/MBA