Company Overview:
Digicare Services is the leading after-sales services provider for handheld products like Mobile handsets, Tablets, Cameras and consumer electronics & consumer durables products including Air conditioners, Washing machines, Refrigerators, LED/LCD TVs etcetera.
Our vision is to be a global company that provides world-class customer experience while continuously working towards creating better lives.
Website: www.digicare.com
Roles and Responsibilities:
- ASP Identification & Onboarding:
- Identify, evaluate, and onboard new Authorized Service Providers (ASPs) as per regional requirements.
- ASP Network Management:
- Effectively manage the ASP network through onboarding, regular training, audits, and timely claim processing.
- KPI Achievement:
- Monitor and drive key performance indicators (KPIs) such as TAT (Turnaround Time), CSAT (Customer Satisfaction), FTR (First Time Resolution), etc.
- Training & Compliance:
- Conduct training sessions and ensure ASPs adhere to brand processes and standard operating procedures (SOPs).
- Defective Parts Return:
- Ensure 100% return of defective or unused parts to Qdigi/OEM warehouses within agreed timelines.
- Inventory Control & Audits:
- Conduct monthly audits at each service location, sign off inventory, and report back to the Head Office.
- Revenue & Collection Initiatives:
- Drive extended warranty (EW) sales, accessory sales, and Out-of-Warranty (OoW) collections through ASPs.
- Retail Store Engagement:
- Make regular visits to brand retail stores, build strong relationships with store teams, and share consolidated reports with Key Account Managers (KAMs).
Desired candidate profile:
- Strong knowledge of service operations and after-sales processes
- Excellent communication and stakeholder management skills
- Analytical mindset with proficiency in data reporting and audits
- Team leadership and ASP/vendor management experience
- Proficient in MS Office and service management tools/CRMs
Qualification
- Bachelor’s degree
- 10 - 15 years of experience in after-sales service management, preferably in electronics/telecom/consumer durables
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