About GIPL
GEECELL Innovations Private Limited (GIPL) is a technology-driven after-sales service company providing end-to-end service solutions to leading brands across India.
With a growing pan-India network of service centres and field service professionals, GIPL manages service operations through its technology-enabled CRM platform, covering service request management, field operations, spare parts, logistics, customer communication and service performance.
Job Overview
GIPL is looking for an experienced Area Service Manager (ASM) to manage after-sales service operations across an assigned geographical area in South India.
The ASM will be responsible for the overall performance of service centres, field engineers and service partners within the assigned territory and will act as the key operational link between GIPL, brand teams, service partners and customers.
Key Responsibilities
- Manage end-to-end service operations within the assigned geographical area.
- Manage and monitor service centres, field engineers and service partners.
- Ensure all service requests are attended and closed within defined SLA and TAT.
- Monitor daily service performance, pending calls and ageing cases.
- Drive improvement in closure rate, first-time resolution and customer satisfaction.
- Track and resolve critical service escalations.
- Conduct regular performance reviews with service centres and field teams.
- Identify underperforming service partners and implement corrective actions.
- Ensure adequate service manpower and geographical coverage in the assigned area.
- Support onboarding and activation of new service centres and field engineers.
- Conduct regular service centre visits, audits and operational reviews.
- Ensure adherence to brand SOPs, service processes and quality standards.
- Coordinate with brand teams for operational issues and escalations.
- Monitor customer complaints, repeat complaints and NPS/CSAT performance.
- Coordinate with spare-parts and logistics teams to avoid service delays.
- Analyse service reports and identify operational bottlenecks.
- Ensure accurate and timely updates of all service activities in the CRM.
- Train and guide service partners on processes, systems and performance expectations.
- Prepare and share daily, weekly and monthly area performance reports.
- Travel extensively within the assigned territory for service centre visits and operational requirements.
Key Performance Indicators
- SLA / TAT compliance
- Service call closure rate
- Pending and ageing call reduction
- First-time resolution
- Repeat complaint reduction
- Customer NPS / CSAT
- Service centre productivity
- Field engineer productivity
- Escalation resolution time
- Service partner performance
- Service coverage and manpower availability
- CRM process compliance
Candidate Requirements
- 3–6 years of experience in after-sales service / field service / service operations.
- Experience in consumer electronics, home appliances, mobile, IT, telecom or similar industries preferred.
- Prior experience managing service centres, technicians or field engineers is highly desirable.
- Strong understanding of SLA, TAT, escalation management and service operations.
- Good leadership, coordination and problem-solving skills.
- Strong communication and negotiation abilities.
- Comfortable working with CRM/service management platforms.
- Ability to analyse operational data and take corrective actions.
- Willingness to travel extensively within the assigned territory.
- Valid driving licence preferred.
- Knowledge of the local/regional language is an advantage.
Preferred Location
Candidates based in Kerala, Karnataka, Tamil Nadu, Telangana or Andhra Pradesh will be preferred, depending on the assigned area.
What GIPL Offers
- Opportunity to work with a rapidly expanding pan-India after-sales service organization.
- Exposure to large-scale service operations for leading brands.
- Technology-driven working environment with a dedicated service CRM.
- Performance-based incentives.
- Career growth opportunities into Regional Service Manager / State Service Manager roles.
Join GIPL
If you are passionate about service operations, team management and customer experience, and have the ability to manage a large field-service network, join GEECELL – The Aftersales Experts.