Kohler India Corporation Pvt. Ltd. Sr. Manager- Technical Services (National Level Profile) Experience:8 - 12 Years Locationelhi, Delhi/NCREducation:UG - B.Tech/B.E. - Any Specialization PG - M.Tech - Any Specialization;MBA/PGDM - Any Specialization Industry Type:Construction/ Engineering/Cement/MetalsFunctional Area:ITES/BPO/KPO, Customer Service, Ops. Job Description Job responsibilities ROLL OUT THE TECHNICAL SERVICES INFRASTRUCTURE IN THE COUNTRY, by appointment of Service Franchisees and Dealer Service centers for Company's Products in K and B- a model that delivers high levels of customer delight . Implement, monitor and improve process of receiving customer complaints and resolution. Review and Improve service Level SLAs such as Turn Around time . Drive Spares availability levels and spares inventory across service infrastructure Implement and monitor warranty administration. Develop and implement strategies for improvement of customer experience, warranty cost reduction etc benchmarking on customer feedback, international best practices and competitive scenario. Develop Technical Services Organisation, service franchisees and dealer service organizations to deliver the high standards of customer experience with products Desired Candidate Profile Skills and Proficiencies Expected Proven track record of running a customer service organization- meeting high levels of customer satisfaction Good analytical skills and trouble shooting skills. Good communication skills and ability to manage customer situations, handling conflicting priorities. Sound Man management skills and ability to work under informal work settings. RELATIONSHIPS AND CONTACTS Reports to Head of Supply Chain Frequent contacts with other functions of the organization. Frequent contacts with Technical operations across Asia and USA .Works in close coordination with APAC team and the Technical teams at various plants. External contacts with technical service firms, Assemblers (if any) may be required. EDUCATION AND EXPERIENCE REQUIREMENTS Bachelor degree in Engineering, MBA preferred. With 9 to 12 years of Customer service experience. Experience in managing a vast network of service technicians and SKUs would be an added asset. Reportees A team of Sr Technical service engineers (or Asst Managers) around 4 in number, Manager Training & Operations and Call center supervisor - total of around 6 direct reportees. Sub reportees may be around 5 to 6 in Number. Company Profile Company launched its innovative range of bathroom products including toilets, lavatories, faucets, bathtubs, whirlpools and showers in India in May 2006. With it's business headquarters based in Gurgaon, Haryana, they are expanding its operations across the country. The company plans to set up a manufacturing facility in India at Baroda in Gujarat. Founded in 1873 and headquartered in Wisconsin, in the United States, this is one of America's oldest and largest privately held companies. They are the global leader in the manufacture of kitchen and bath products, engines and power generation systems, cabinetry, tile and home interiors, and international host to award-winning hospitality and world-class golf destinations. It employs more than 31,000 associates on six continents, operates plants in 49 worldwide locations, and has dozens of sales offices around the globe. The company and each associate share in the mission to contribute to a higher level of gracious living for those who are touched by the company's products and services. Contact Details Company Name:Kohler India Corporation Pvt. Ltd. Website:http://www.kohler.com Executive Name:Shweta Sidhu Address:Formosa Consulting Pvt Ltd M-38, II Floor Above Costa Coffee Greater Kailash, Part II New Delhi - NCT ,INDIA 110048 Email Address:shweta.sidhu@formosaconsulting.com Telephone:91-11-40537028
