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Service Data Analyst
Gurugram, Haryana, India · Tempo pieno
Sii il primo a candidarti
- Esperienza
- 3–7 anni
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 1 ora fa
- Modalità di lavoro
- In ufficio
- Istruzione
- Qualsiasi laureato
- Requisiti di ammissibilità
- Candidates holding any graduate degree are eligible to apply for this role.
- Riprendere
- È necessario candidarsi
Dove lavorerai
Descrizione del lavoro
About USHA International
USHA International Ltd., part of the Shriram Group, ranks among India's largest consumer durables marketing companies with a turnover exceeding Rs.2400 crores. It serves over 60 million customers across 60 countries through a wide range of products.
Role Overview
The Service Data Analyst will play a crucial role in examining service performance metrics, producing insightful reports, and enabling data-led decisions to increase customer satisfaction, enhance service efficiency, boost technician productivity, manage warranties effectively, and oversee service partner results.
Key Responsibilities
- Analyze patterns in service calls including closure rates, turnaround times, repeat complaints, and productivity measures.
- Maintain and monitor daily, weekly, and monthly performance dashboards.
- Detect service deficiencies and propose corrective measures.
- Create and update dashboards utilizing Excel, Power BI, or similar analytic tools.
- Evaluate performance data across regions, authorized service centers, technicians, and product lines.
- Assess customer experience by examining feedback, Net Promoter Score (NPS), Voice of the Customer (VOC), and complaint trends.
- Identify persistent customer issues and suggest enhancement strategies.
- Track and analyze customer satisfaction and service quality indicators.
- Monitor warranty claim trends and failure modes to support claim validation and auditing processes.
- Analyze warranty-related expenses and explore potential cost-saving opportunities.
- Assess the performance of service partners including authorized and primary service centers focusing on productivity, attendance, closure rates, and customer satisfaction.
- Highlight underperforming partners and recommend targeted improvement plans.
- Track technician utilization rates and overall manpower efficiency.
- Ensure the accuracy and integrity of service-related data.
- Automate routine reports to enhance operational reporting speed and reliability.
- Support initiatives aimed at digital transformation and service process improvements.
Key Metrics to Manage
- Service call closure rate
- Turnaround time (TAT)
- Customer satisfaction score (CSAT)
- Rate of repeat complaints
- Costs associated with warranty claims
- Dashboard precision and timeliness
- Technician productivity levels
- Service partner performance index
Preferred Candidate Profile
- Professional experience of 3 to 7 years in service analytics, business analytics, management information systems (MIS), or operations analytics.
- Prior exposure to the consumer durables sector, small home appliances, electronics, or service industry is advantageous.