Territory Head - Service

Day of a Service Leader (GL)

• Regular visit to BP place for meeting.
• Grooming of BPST (Uniform, ID card, safety kit, tool kit)
• Identifying training need and arrange training
• Reviewing BPs on the business KPI like MS, Complaint. REVENUE, RESPONSE TIME, IR STATUS.
• Follow up on pending complaint with BP & BPST & arranging MSR if any.
• Taking daily commitment on business KPIs
• Plan for execution download with BP / BPST
• Review with STs with Low Productivity and field meetings with STs for meeting up daily target.
• Maintain BPST module as per population and take the commitment from BP to fill the ST GAP
• Assigning spares from one BP to another BP for complaint attend/MS/AMC.
• Attending SOS/CEO complaints with STs and managing satisfaction letters from customers.
• Observation and field situation analysis from communication with BPs, assistants and STs
• Back to CRC and follow up with IR STs, BPSTs for meeting KPI guidelines.
• Customer data validation with zero error.
• Ensure 100% Defective (IW) Components are dispatched to warehouse
• Follow up with STs and customers for attending customer satisfaction and target NPS
• BPST Temperature tracking and ensure 100% Vaccination of BPST.
• Follow up for revenue/unit sale/same day response.
• Online/Offline meeting with operation team members for strategy discussion on day today operation.

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• COMPLAINT MANAGEMENT

  : SOS, CEO, MSR complaint, Escalation complaint management by following up with individual STs, Guiding Tele -assistant if ST get stuck to fix the issue, managing customer satisfaction feedbacks.

• SPARES MANAGEMENT

  : responsible for BP to BP physical transfer of spares for maintenance of BP/ SELF KPI parameters.

• REVENUE

  : BP meetings, field meetings, target setting, Customer visit, verbal follow up with STs on regular basis.

• ANALYSIS and PLANNING

  : Analysis of budget, scope and planning for execution with help of various analytic reports from SAP and deductions from them

• SALES FOLLOW UP & ASSISTANCE

  : follow-up with STs and customer visit for closure of sale

• IR 24 HRS 90%

  : Guidance to BPs and IR STs and if required physical assistance at customer place

• TAT 48 HRS

  : Regular follow-up with STs and arranging spares physically for meeting Response time.

• BP MANAGEM

  ENT : Planning and execution plan analysis for meeting BP KPI parameters