Job Description

Job Title

: Area Service Manager - North Region (Electronics Items)

Department:

Service Operations

Reporting To:

Regional Service Head / National Service Manager

Region Covered:

Punjab/ H.P/ J&K

Employment Type:

Full-time

Job Summary

The Area Service Manager - North Region is responsible for managing after-sales service operations for electronic products across the assigned northern territory. The role focuses on delivering high-quality service support, ensuring customer satisfaction, managing service teams and partners, and driving operational excellence in line with company standards.

Key ResponsibilitiesRegional Service Operations

Manage end-to-end service operations for electronic items across the North region. Ensure timely installation, maintenance, and repair services in line with defined SLAs. Monitor service performance metrics and take corrective actions where required. Implement and enforce company service policies and SOPs across the region.
Team Leadership & Development

Lead and manage area service engineers, supervisors, and service coordinators. Conduct training programs to upgrade technical and soft skills of service staff. Set performance targets and review individual and team performance regularly.
Authorized Service Center (ASC) Management

Appoint, manage, and audit authorized service centers and service partners. Ensure ASCs comply with quality standards, safety norms, and brand guidelines. Review partner performance and drive continuous improvement.
Customer Experience Management

Handle escalated customer complaints and ensure timely resolution. Drive improvements in customer satisfaction (CSAT/NPS) across the North region. Work closely with sales and customer care teams to improve service experience.
Spare Parts & Cost Control

Coordinate with supply chain teams to ensure availability of spare parts. Monitor regional spare consumption, warranty claims, and service costs. Reduce repeat repairs and improve first-time-fix rates.
Reporting & Analysis

Prepare and submit daily, weekly, and monthly service performance reports. Analyze regional service data to identify trends, gaps, and improvement opportunities. Provide actionable insights to management for process and product improvements.
Compliance & Safety

Ensure compliance with statutory requirements, safety standards, and company policies. Maintain proper documentation and readiness for audits.
Qualifications & ExperienceEducation

Diploma or Bachelor's degree in Electronics / Electrical / Mechanical Engineering or related field.
Experience

6-10 years of experience in after-sales service for electronic products. Minimum 3-4 years in a regional or area service management role. Experience managing service operations across multiple cities/states in North India preferred.
Skills & Competencies

Strong technical knowledge of electronic products and systems. Proven leadership and people management skills. Excellent communication, coordination, and problem-solving abilities. Strong customer-centric approach. Proficiency in MS Office and service management systems. Willingness to travel extensively within the North region.
Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT / NPS) Service Turnaround Time (TAT) First-Time-Fix (FTF) rate Warranty cost and spare part utilization Authorized Service Center performance
Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person