Xiaomi India Hiring for Field Service Manager at Patna, Bihar, India

Position: Field Service Manager

Report to: Zonal Service Manager

Job Responsibilities

As a member of Xiaomi India after sales team, FSM will be primarily responsible for setting up & running after-sales field operations.

Job Duties

• He should be well-versed in the geography of the assigned region.
• To plan and share the KPI’s to all service franchisees and update/educate them on their achievement.
• To ensure weekly review and action plan for achieving the KPI
• Visit trade, distributors, and ASC regularly as per PJP
• Ensure ASC is visiting key dealers and resolving service-related requirements.
• Maintain the Trade Satisfaction level and initiate corrective measures based on feedback.
• Coordinate with the ASC team for escalated calls and provide resolution.
• To provide operational support and a training plan to Service Franchisee Engineers:
• To provide technical support & Plan the training based on the Engineer’s efficiency level.
• To ensure Soft skills and technical training to engineer and monitor Hygiene Factors and recommended tool kit used in the field.
• To ensure Xiaomi service processes are timely implemented by Service franchisees, all processes like policy, warrant, terms, Job Sheet, and other technical processes
• To act as a supporting hand to service franchisees for all operational issues:
• To ensure spare part MSL Planning,
• Perform audits on Spare replacement calls, OW canceled calls, and Service charge collected calls and initiate appropriate corrective measures.
• Take appropriate actions based on C-Sat survey feedback.
• To ensure customer satisfaction through timely installation and complaint resolution
• Attending all High-End / escalated customer calls:
• To ensure customer satisfaction by timely installation and complaint resolution

Desired Candidate’s Profile

• Proficiency in listening, speaking, reading and writing, English can be used as a working language
• People management skills (Team, Service providers, and Partners)
• Working knowledge of CRMs, analytical tools, and proficiency in office tools

Qualification – Bachelor’s degree or above

Experience: 3+ Years of Relevant Experience

Skills – Excel, Team Handling

Full-time or Part-time – Full-time

Travel: Yes