Service Delivery Expert

3 days ago

Gurgaon, Haryana, India beBeeService Full time ₹ 18,00,000 - ₹ 25,00,000
Area Service Manager

The Area Service Manager is a pivotal leadership role that demands a synergy of strategic acumen, hands-on operational expertise, and exceptional interpersonal skills.

This position oversees the entire service delivery process within a designated geographical area, ensuring adherence to company standards, policies, and Service Level Agreements (SLAs).

  • Manage multiple service centers, workshops, or field service teams, optimizing 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.
  • Foster a positive, collaborative, and high-performance work environment.

Key Responsibilities:

  • Lead, mentor, and develop a team of service professionals, including service engineers, technicians, and support staff.
  • Act as a primary point of contact for key customers and handle escalated customer complaints or complex service issues, ensuring prompt and effective resolution.
  • Ensure the service area's operational effectiveness, control costs, and identify opportunities for cost savings and revenue generation.
  • Analyze service performance data, identify trends, and prepare comprehensive reports for senior management on key metrics such as customer satisfaction, resolution times, and profitability.

Requirements:

  • A Master of Business Administration (MBA) from a reputable institution is mandatory.
  • A Bachelor's degree in Engineering (Mechanical, Electrical, Electronics, or related field) is highly preferred.
  • 6-10 years of progressive experience in service operations management, with at least 3-5 years in a leadership or managerial capacity overseeing a team or an area.

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