Service Operations Director

6 days ago

Vijayawada, Andhra Pradesh, India beBeeOperations Full time ₹ 20,00,000 - ₹ 25,00,000

About the Role:

We are seeking a highly motivated and experienced professional to lead and optimize our service operations within a designated geographical area.

The successful candidate will be responsible for ensuring exceptional customer satisfaction, driving operational efficiency, managing a high-performing team, and contributing to the overall business growth.

This is a critical leadership role that requires a blend of strategic thinking, hands-on operational management, and strong interpersonal skills.

Key Responsibilities:

  • Oversee the end-to-end service delivery process within the assigned area, ensuring adherence to company standards, policies, and Service Level Agreements (SLAs).
  • Manage multiple service centers, workshops, or field service teams, ensuring optimal resource allocation and utilization.
  • Implement and monitor service quality metrics, striving for continuous improvement in service delivery and customer experience.
  • Manage spare parts inventory, logistics, and supply chain within the area to ensure timely availability and cost efficiency.

Team Leadership & Development:

  • Lead, mentor, and develop a team of service professionals, including service engineers, technicians, and support staff.
  • Conduct performance reviews, provide constructive feedback, and identify training and development needs for team members.
  • Foster a positive, collaborative, and high-performance work environment.
  • Participate in the recruitment and onboarding of new service personnel.

Customer Relationship Management:

  • Act as a primary point of contact for key customers and handle escalated customer complaints or complex service issues, ensuring prompt and effective resolution.
  • Implement strategies to enhance customer loyalty and satisfaction, actively seeking customer feedback and translating it into actionable improvements.
  • Build and maintain strong relationships with customers, dealers, and other external stakeholders.

Financial & Business Performance:

  • Analyze service performance data, identify trends, and prepare comprehensive reports for senior management on key metrics such as customer satisfaction, resolution times, and profitability.
  • Contribute to the development and execution of strategies to expand service reach and market share within the assigned area.

Strategic Planning & Reporting:

  • Collaborate with sales, marketing, and product teams to align service strategies with overall business objectives.
  • Prepare and present regular performance reports, forecasts, and strategic plans to regional and national management.

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