Service Data Analyst

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.