Field Service Delivery Manager at Siliguri
4 weeks ago
Job Description:
Enabling all FS delivery points and teams to make it easy and simple for our customers to deal with us by:
? Timely and Quality Installation
? Speedy and Quality Resolution of Viewing related problems faced by customers
? Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to
various delivery teams.
? Ensure that there are no fraudulent accounts created / installed in the state.
Job description
Installation and Field Repair
? Selection, appointment and continuous management of ISPs
? KPI / SLA management (of various delivery units / partners)
? ISP and other vendors’ contract administration and management
? Quality of people, tools and training
Policy & Process Compliance
? Ensure that the organisation’s processes and policies are adhered to.
? Provide regular input to keeping our processes in alignment with our service philosophy – Easy &
Simple.
? Provide input to planning, training and quality as applicable
Customer Satisfaction
? Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level
? Take quick action on input provided by the Central Quality and PI team (monthly tracker) to correct
processes or any other tactical measures
People Management and Development
? Select, Develop and Retain quality manpower at all levels in the region (including direct and indirect
manpower and vendors)
? Provide timely and necessary input to people on performance
? Ensure that the service philosophy is understood and communicated to all levels and individuals
? Maintain transparency in dealing with people and performance management
? Guardian and Champion of organisational culture in the state
Productivity and Cost Effectiveness
? Improve productivity continuously (without compromising quality) and therefore, keep costs at
optimum levels.
Desired Profile / Criteria / Skills :
Graduate/Diploma/Graduate Engineer + 15 years experience in Field Services
Organisation skills
Planning and fore casting
Manpower planning and development
Selecting and recruiting the right candidate
Understand and analyze data.
Systems and basic computer operating skill
Mobility to move across cities and regions
Should have ability to identify, recruit and develop outsourced partners.
Key Skills :
Field Service
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