Role & responsibilities :
To analyze service performance data, generate actionable insights, monitor service KPIs, and support decision-making through data-driven reporting. The role is responsible for improving customer satisfaction, service efficiency, technician productivity, warranty management, and service partner performance.
Key Responsibilities
Service Performance Analytics
- Analyze service call trends, closure rates, TAT, repeat complaints, and productivity metrics.
- Monitor daily, weekly, and monthly service performance dashboards.
- Identify service gaps and recommend corrective actions.
- Develop and maintain dashboards using Excel, Power BI, or similar tools.
- Analyze performance reports for regions, ASCs, technicians, and products.
Customer Experience Analysis
- Analyze customer feedback, NPS, VOC, and complaint data.
- Identify recurring customer issues and recommend improvement initiatives.
- Track customer satisfaction and service quality metrics.
Warranty & Claims Analysis
- Monitor warranty claims trend and failure patterns.
- Analyze warranty costs and identify opportunities for cost reduction.
- Support validation of warranty claims and audit requirements.
Service Partner Performance Monitoring
- Evaluate ASC/PSC performance on productivity, call attendance, closure rates, and customer satisfaction.
- Identify underperforming service partners and recommend improvement plans.
- Track technician utilization and manpower productivity.
Data Management & Process Improvement
- Ensure accuracy and integrity of service data.
- Automate reports and improve reporting efficiency.
- Support digital transformation and service process enhancement initiatives.
Key Performance Indicators (KPIs)
- Service Call Closure Rate
- Turnaround Time (TAT)
- Customer Satisfaction (CSAT)
- Repeat Complaint %
- Warranty Claim Cost
- Dashboard Accuracy & Timeliness
- Technician Productivity
- Service Partner Performance Index
Preferred candidate profile :
- 3-7 years of experience in Service Analytics, Business Analytics, MIS, or Operations Analytics.
- Experience in Consumer Durables, Small Home Appliances, Electronics or Service Industry preferred.