Branch Service Manager

4 days ago

Bengaluru, India Control Print Ltd. Full time

Job Responsibilities:


1. Goals Setting & KPI/KRA:

· Set the goals and KPIs for the Service Engineers.

· Monitor the daily reports of Service Engineers to ensure all service calls are logged and pending issues (especially those pending for more than 2 days) are addressed.

· Maintain an uptime target of 98% for customer sites, and 100% for Type ‘A’ and ‘B’ customers.

· Analyze and take corrective actions on Installed Base business for the branch on a monthly basis.

· Allocate clients to Service Engineers in coordination with the Regional Service Manager and Regional Manager.


2. Service Management:


· Monitor the productivity of Service Engineers and address issues regularly.

· Take corrective actions on key service quality parameters such as Response Time, Breakdown Time, Installation Time, and re-visits for repairs/installation.

· Ensure that AMC/spare quotes are sent to customers in the respective territory promptly.

· Analyze defective spares consumption for warranty/CAMP printers periodically.

· Monitor the Active Printer/Engineer ratio periodically and adjust territory allocations and manpower as needed in coordination with the Regional Service Manager.

· Conduct periodic installation audits for key accounts and ensure compliance with Service and Installation SOPs.

· Minimize installation time post-sales confirmation.

· Ensure 100% adherence to preventive maintenance schedules.

· Evaluate customer feedback regarding service quality and printer performance, and take corrective actions.

· Build strong relationships with 'A' and 'B' class customers by regularly visiting them.

· Ensure proper inventory management for spares at the branch and resident locations.


3. People Management:

· Drive the service team to achieve quarterly and yearly budgets.

· Ensure defective spare parts are returned to the factory within the required timeframe.

· Monitor and address any pending FRA issues.

· Conduct monthly reviews and one-on-one meetings with Service Engineers.

· Collaborate with the Sales team to achieve regional revenue targets.

· Evaluate engineers' technical and commercial capabilities regularly and identify training needs.

· Ensure engineers are regularly updated on product technicalities and service bulletins.

· Escalate recurring issues to the Regional Service Manager for resolution.

· Resolve any grievances of Service Engineers in collaboration with HR.

· Ensure regular appraisals and confirmations for the service team.


4. General Management:

· Optimize service-related travel costs.

· Ensure 100% compliance with guidelines and directives from superiors.

· Oversee the implementation of SAP at the branch level.

· Be willing to travel frequently and at short notice.


Desired Qualifications::

  • Educational Qualification: B.E. in Electrical Engineering (or similar).


Work Experience:

  • Managerial Experience: 3 to 5 years in a managerial role.
  • Technical Experience: 8 years of technical experience in a service or related field.
  • Industry Experience: Preferably from Printing/Industrial Products/Office Automation.

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