Job Purpose:
You will be responsible for driving business growth by onboarding new brand partners and managing them end-to-end, while also further developing relationships with allocated existing brands/OEMs. The role includes overseeing service operations across a network of franchise partners as well as company-owned service centers and field teams handling Home Appliances (HA) and digital devices. The position requires ensuring high-quality repair services, SLA adherence, and operational efficiency across service locations PAN India, while building strong partnerships with existing brands and OEMs.
Roles and Responsibilities:
· Identify and develop new business opportunities with OEMs, retailers, and distribution partners for authorized service partnerships.
· Build and manage strategic relationships with key brand clients.
· Lead commercial discussions, contract negotiations, and onboarding of new service partnerships.
· Drive revenue growth and profitability across service operations.
· Oversee day-to-day operations of authorized service centers for assigned brands.
· Managing service operations and ensuring KPI achievements for franchisee partners as well as company-owned service centers.
· Ensure adherence to service KPIs, SLAs, TAT, and quality standards defined by brand partners.
· Monitor productivity, service quality, and customer satisfaction metrics, and implement improvements.
· Support planning and warehousing teams with adequate strategic inputs to manage inventory of spare parts and other infrastructure.
· Establish standardized operating procedures and ensure compliance with OEM and internal audit requirements.
· Track operational and financial performance, including cost control and margin improvement.
· Build a high-performance culture with strong ownership, accountability, and customer focus.
· Mentor and develop team members within operations and business teams.
Desired candidate profile:
· 10+ years of experience in after-sales service, repair operations, or service network management in consumer electronics, mobile, or home appliances industry.
· Proven experience in business development and managing OEM relationships.
· Strong understanding of authorized service center operations, SLAs, and warranty processes.
· Demonstrated ability to scale operations and drive profitability.
· Strong leadership, negotiation, and stakeholder management skills.
· Demonstrated proficiency in Microsoft Office applications and specifically Microsoft Excel
Experience: 10+ years
Qualification:
· Bachelor’s degree in management of relevant field
· MBA preferred
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