Branch Service Manager
2 days ago
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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