LAVA International Limited

Job Description- ASO/ASM

Department Customer Service Delivery Preferred Ind./Sector Must have been in a field job
Position Title Senior Area Service Officer (E2) Desired Qualifications Diploma in Electronics/B-Tech
Reporting To Zonal/BU Service Manager Total Experience 2 to 4 years
Location Pondicherry

Key Result Areas:

Customer Service Operation Management

Customer call resolution as per defined SLA
Conduct scheduled/surprise audit, report observation and take corrective action for process
adherence gaps at service center and CFA
Ensure availability of spares from branch offices to service partner as per defined SLA o Maintain
MSL of spare parts at CFA
Partner Life Cycle Management
Effective service partner appointment as per the plan for Business Unit
Service Partner Relationship Management
Resolve service partner issues related to customer service, claim settlement etc.
Implement service partner engagement program
Ensure product knowledge / repair skill improvement for service partner technician
Ensure smooth separation of Service Partner with all issues well settled before separation without
impacting customer service
Service Asset Management
Ensure smooth recovery process of DOA, defective PCBA, defective parts from Service Partner o
Spare part reconciliation every quarter at CFA
Repair Skill Enhancement of Technician
Need to Ensure Eng repair Skills at service center o Provide repair skill know-how to repair
technician
Customer Service Performance Management
Perform root cause analysis of customer service Performance parameters and corrective action
Planning, implementation and control
Report quality failures with respect to the companys products to the quality control team for
immediate corrective actions
Identify and resolve gaps in customer service (impacting Customer TAT, Service Cost, Repair Quality)
Desired Skills and Competencies
People management skills
Ability to perform well as an individual as well as in a team Good communication skills
Sound technical knowledge with exposure to L1-L4 repair environments Ability to impart training on
processes and service management
Working knowledge of service CRMs/RMS (Repair Management Systems), Excel, Power point
presentation
Ideal Candidate Should be a Diploma in Electronics or B-Tech with 2 to 4 years of work experience