Qdigi | Area Service Manager

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