Job Title

Here is Option 1: a more aggressive LinkedIn-style JD for Service Incharge – EVM.Service Incharge – Service Center & ASP OperationsLocation: ChennaiCompany: EVMDepartment: After Sales ServiceReporting To: Service Head / National Service ManagerAbout EVMEVM is a fast-growing Indian brand in IT Storage, IT Peripherals, and Mobile Accessories, known for building trust through strong product support and service accountability. Our after-sales experience is a major part of our brand promise, and we are looking for a strong operator who can own this function on the ground.About the RoleWe are hiring a Service Incharge who can take full ownership of an EVM service center while also driving performance across multiple ASPs (Authorized Service Partners).This is not a passive desk role. We need someone who can control service operations, reduce pending cases, improve TAT, handle escalations, enforce warranty discipline, manage spare flow, and keep ASPs fully aligned with EVM standards.The ideal candidate is hands-on, operationally sharp, process-driven, and tough on follow-up. He should be able to manage both internal service execution and external partner governance without losing control on service quality, reporting discipline, or customer experience.What You Will OwnService Center OwnershipRun the assigned EVM service center end-to-endEnsure proper inwarding, job sheet creation, diagnosis, repair, replacement, and closure processMonitor daily pending cases, ageing jobs, repeat complaints, and unresolved casesEnsure the service center runs with discipline, process accuracy, and timely closureMaintain service quality, operational readiness, and team coordination at all timesASP Network ManagementManage multiple ASPs across the assigned region / territoryEnsure ASPs follow EVM SOPs, warranty policies, repair protocols, and escalation standardsTrack ASP-wise KPIs such as TAT, closure ratio, repeat cases, documentation accuracy, and complaint qualityConduct regular performance reviews, calls, field visits, and partner auditsIdentify weak ASPs and drive immediate correction through training, stricter monitoring, or escalationCustomer & Channel Escalation HandlingTake ownership of escalated cases from customers, retailers, distributors, and internal teamsResolve delayed, complex, repeat, disputed, or exception-based service complaintsCoordinate with HO for approvals where requiredEnsure closure is not only fast, but also professionally communicated and properly documentedWarranty, Approval & Policy ControlEnsure every case is handled strictly as per EVM warranty and service policyCheck invoice, serial number, product condition, warranty eligibility, and case remarks before closure or approvalPrevent unauthorized replacements, wrong commitments, and policy leakageEnsure tampered, fake, damaged, or out-of-warranty products are handled as per company normsSpares, Replacement & Inventory DisciplineMonitor spare requirement for service center and ASP networkCoordinate with warehouse / operations for replenishment and stock movementEnsure proper tracking of spare inward, outward, consumption, replacement units, and defective stockControl misuse, mismatch, leakage, or undocumented part movementReporting & Service MISPublish strong MIS around open jobs, ageing, TAT, closure rate, repeat complaints, spare usage, and ASP performanceShare insights on recurring product issues, common field failures, and service bottlenecksKeep management updated with action-oriented reporting, not just raw dataTraining, Audit & GovernanceTrain service center staff and ASP teams on products, SOPs, customer handling, and warranty normsConduct periodic audits of service process, documentation, stock discipline, and partner complianceEnsure all records are clean, traceable, and audit-readyReport fraud, part swapping, claim manipulation, or process deviation immediatelyWhat We Are Looking ForExperience4 to 8 years of relevant experience in after-sales service, service center management, or partner service network managementPrior experience in consumer electronics, mobile accessories, IT peripherals, storage products, or similar categories will be preferredExperience in handling both owned service centers and partner / franchise / ASP networks is a strong advantageSkillsStrong control over service operationsExcellent follow-up and execution disciplineGood grip on TAT management, case ageing, and escalation resolutionStrong understanding of warranty decision-making and service process governanceComfort with service MIS, Excel reporting, and partner performance trackingStrong communication and coordination abilityWillingness to travel for ASP reviews, service audits, and field support