The Role
Manages end-to-end after-sales installation, repair, and maintenance operations for home appliances across an assigned territory. Oversees third-party service centers and direct engineers, monitors TAT, NPS, SLAs, open calls, and service quality, and handles escalations. Responsibilities include partner onboarding, audits, training, MIS reporting, corrective actions, spare-parts coordination, cost optimization, and maintaining strong service-center relationships.
Summary Generated by Built In
Job Purpose:
The Team Leader will be responsible for managing end-to-end after-sales service operations within the assigned territory, ensuring timely installation and repair of home appliances.
The role focuses on delivering high service quality, meeting defined TAT and NPS targets, and strengthening the third-party service network and direct engineers.
Responsibilities:
- Oversee installation, repair, and maintenance service operations for consumer durables in the assigned area
- Ensure all service requests are closed within defined Turnaround Time (TAT) and meet customer satisfaction (NPS) benchmarks
- Regularly updates CRM platform
- Coordinate and manage third-party service centres to ensure service quality, productivity, and adherence to SLAs
- Identify, onboard, and develop new third-party service partners to expand service coverage
- Monitor daily service performance, track open calls, and drive closure efficiency
- Conduct regular audits and training sessions for service partners to maintain quality standards
- Handle escalations and ensure quick resolution of customer complaints
- Maintain service MIS reports, analyze performance trends, and implement corrective actions
- Ensure availability of spare parts and coordination with supply chain teams
- Drive cost optimization while maintaining service excellence
- Build sustainable relationships through open and interactive communication with the assigned Service Centers
Desired candidate profile:
- Min 3 years of experience in after-sales service operations of home appliances.
- Experience in managing third-party service networks or franchise/service partners or direct engineers
- Strong understanding of service KPIs such as TAT, NPS
- Good problem-solving and stakeholder management skills
- Ability to handle field operations and multitask in a fast-paced environment
- Basic knowledge of MIS reporting and service management tools
Skills Required
- At least 3 years of experience in after-sales service operations for home appliances
- Experience managing third-party service networks, franchise or service partners, or direct engineers
- Strong understanding of service KPIs, including TAT and NPS
- Good problem-solving and stakeholder management skills
- Ability to handle field operations and multitask in a fast-paced environment
- Basic knowledge of MIS reporting and service management tools
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Onsitego is an India-based device-care and after-sales services company for personal electronics, gadgets, and home appliances. It provides extended warranties, damage protection, annual maintenance contracts, and on-demand repair and maintenance services. Through partnerships with retailers, service centers, engineers, and enterprise customers, Onsitego aims to simplify post-purchase ownership and deliver cashless, reliable customer support across a broad range of devices across India.
