Job Title : Regional Service Manager - Home and Kitchen Appliances

Location : Bangalore

Department : Customer Service / Service Operations

Reports To : Director of Service Operations/HOD/National Service Head

Job Summary :

The Regional Service Manager is responsible for overseeing the service and support operations for home and kitchen appliances within the designated region. This role ensures high customer satisfaction through effective management of service teams, efficient repair processes, and adherence to quality standards. The ideal candidate will have strong leadership skills, technical knowledge of appliances, and a customer-centric approach.

Key Responsibilities :

Team Leadership & Management:

- Recruit, train, and supervise service technicians and support staff in the region.

- Set performance targets, conduct regular reviews, and motivate teams to meet service KPIs.

- Foster a positive and collaborative work environment.

Service Operations Oversight:

- Plan and coordinate service schedules for repair and maintenance of home and kitchen appliances.

- Ensure timely and efficient resolution of customer complaints and service requests.

- Monitor service delivery metrics to ensure quality standards are met or exceeded.

Customer Satisfaction & Quality Assurance:

- Act as a point of escalation for complex or unresolved customer issues.

- Implement customer service initiatives to improve satisfaction levels.

- Conduct regular audits and evaluations of service quality.

Inventory & Parts Management:

- Oversee spare parts inventory levels and coordinate procurement as needed.

- Ensure technicians have access to necessary tools and parts for repairs.

Compliance & Safety:

- Ensure all operations comply with company policies, safety standards, and local regulations.

- Promote a safety-conscious work environment.

Reporting & Administration:

- Prepare regional service performance reports for senior management.

- Analyze data to identify trends and areas for improvement.

- Manage budgets and control costs related to service operations.

Qualifications & Skills:

- Bachelor's degree in Engineering, Business Administration, or related field.

- Proven experience (typically 10-15+ years) in service management, preferably in home appliances or consumer electronics.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Technical knowledge of home and kitchen appliances.

- Ability to analyze data and make informed decisions.

- Customer-focused mindset with problem-solving abilities.

- Proficiency in CRM and service management software.

Preferred Attributes:

- Experience with regional or multi-location management.

- Knowledge of local market dynamics and customer preferences.

- Ability to adapt to changing priorities and work under pressure.

- Join our team and lead our service excellence across the region, ensuring our customers enjoy high-quality, reliable appliances and support!