Position: Service Head (Recent Job)

Other Specification

• Graduate in Engineering with technical understanding
• 8 yrs Customer Service experience in Sanitaryware or CP Fitting or consumer durable

Functional Competencies

• Strong customer service abilities
• Technical acumen
• FMCG or Consumer Durables Sales Background can also will be considered
• Problem-solving
• Patient and able to handle difficult situations

Age: Below 40 years
Reporting to: Business Head (Bath Business)
CTC: as per company rules

Job Description

• Create a distinct service & after sales support module for Asian Paints Bath Business including the back end logistics
• Reporting documentation, resolve customer complaints within resolution TAT and maintain customer satisfaction score
• To ensure regular skill development training program conducted for the Service Technicians – both functional and behavioral – to create a service team with dedication on Customer Delight
• To handle customer complaints and ensure resolution and quality of complaint closure
• Managing set of Service Coordinator and  Technicians – on roll / off roll
• Spare FG Management – New item /Replacement item Logistics
• Quality &  Product feedback collection from Influencers
• Conducting meets and service camps
• Maintaining prescribed ISO 2015 / ISO 14001 standards in operation
• Extensive travel to market / customer / dealer sites across Nepal
• Big Data analysis – Documentation – Reports
• Functional initiatives to enhance trust of Network & Influencers
• "Support to Technician:
• Helping Technicians on more complex complaints
• Visiting consumers’ site along with Technicians on random basis to understand their ways of working "
• Support sales on business development area wherever required
• Plumber Meets – To brief on function and technicality of new / existing products
• Product Features – Collecting feedback and plumber requirements – Shop meets as per customer requests
• Product panel display – At distributor / dealer / sub-dealer’s counter and at all showrooms - Allotting technicians and monitoring completion of this activity within set SLA