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Manager After Sales Services

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Operations Management:

Ensure that the operation procedure is followed by every team (Indoor / Outdoor / spare parts/call center)·
Do Random check for above.
Monitor escalation jobs (category wise)·
Monitor TAT / response time / completion / critical spare / as per KPI daily·
Monitor daily revenue collection as per budget

Spare Parts Management:

Assets Management:

Ensure that the planned assets are in place and utilized by the team (vehicles/tools/equipment)
Ensure that there is no wastage and accounting is done for the proper usage of consumables, tools and spares by the operations team

Business Management:

Ensure that revenue targets are met as per the targeted budget.
Ensure that the marketing plan is executed as per the schedule.
Ensure that the results of each activity are resulting in improvement of revenue and profitability.
Ensure that the budgeted profitability is met.

Manpower development:

Ensure that the team is trained on new products.
Evaluate the training needs for improvement.
Evaluate the need for soft skills (like communication skills, customer handling skills, telephonic skills, etc…)
Regular periodical meeting with the team for their Development and improvement.

Customer handling:

Customer feedback:

Check the customer’s feedback and take corrective actions.
Ensure the process in place on constantly measuring customer satisfaction and continuous improvement in place.

Reports Daily / Weekly: