Area Service Incharge

Jio is actively seeking an experienced and dynamic Area Service Incharge to lead and optimize after-sales service operations in Nagpur, Maharashtra. This pivotal role involves driving service excellence, managing a dedicated team of service engineers and support staff, and ensuring an unparalleled customer experience within your assigned territory. As an Area Service Incharge, you will be instrumental in maintaining high service quality, efficient device repair processes, and robust operational deliverables for Jio's vast customer base.

We are looking for a professional who can champion service excellence, ensuring seamless operations and effective team leadership. If you are passionate about customer satisfaction and possess a strong background in service management, we encourage you to apply for this challenging and rewarding Area Service Incharge opportunity.

Key Responsibilities

• Oversee and manage the complete lifecycle of after-sales service operations across the designated area.
• Ensure the optimal functioning, maintenance, and upkeep of all Service and Care Centers under your purview.
• Provide strong leadership, coaching, and motivation to service engineers and support teams, fostering a culture of high performance and customer focus.
• Proactively drive customer satisfaction initiatives, monitor service quality, and ensure the timely resolution of all customer complaints and escalations.
• Monitor key service performance indicators, productivity metrics, and operational deliverables, implementing continuous improvement strategies.
• Strategically deploy manpower to meet service demands effectively and ensure seamless customer service delivery.
• Collaborate closely with Store Managers, Sales Teams, and various Service Centers to ensure integrated and efficient operational workflows.
• Effectively handle and resolve complex customer escalations, ensuring a positive outcome and maintaining brand reputation.
• Identify skill gaps within the team and initiate targeted training, coaching, and capability-building programs to enhance technical and customer service competencies.
• Diligently monitor service-related expenses, ensuring strict adherence to defined cost guidelines and budgetary controls.
• Conduct thorough analyses of operational gaps, devise corrective actions, and implement them to continuously improve overall service performance.

Requirements

• A minimum of 7 to 12 years of progressive experience in after-sales service, device repair, or service operations management.
• A Diploma, Bachelor of Engineering (B.E.), or Bachelor of Technology (B.Tech) degree is highly preferred.
• Demonstrated expertise in Area and Team Management, with a proven ability to lead, develop, and inspire technical teams.
• Strong understanding of Service Operations and excellent Customer Escalation Management skills.
• Solid knowledge of Device Repair processes and technical troubleshooting.
• Exceptional problem-solving abilities, coupled with a strong customer-focused mindset.
• Proficiency in product and market knowledge relevant to telecommunications or consumer electronics.
• Proven capability in Training and People Development, with a passion for nurturing talent.
• Excellent analytical skills for monitoring performance metrics, identifying operational gaps, and implementing corrective measures.
• Age limit: Maximum 38 years.

What We Offer

• The opportunity to join Jio, a leading name in the telecommunications industry, and contribute to its mission of service excellence.
• A challenging and rewarding role where you can significantly impact customer satisfaction and operational efficiency.
• A collaborative work environment that encourages growth, learning, and continuous professional development.
• The chance to lead and mentor a skilled team, shaping their capabilities and career trajectories.
• Exposure to cutting-edge service management practices and technologies within a dynamic and fast-paced market.