Zonal Customer Service

Job Title: Zonal Customer Service & Operations executive

Company:

Industry: IoT-Enabled SaaS Fuel Optimization & Uptime Solutions

Location: Delhi/Mumbai/Bangalore

Company Overview:

is a leading IoT-enabled SaaS company transforming fuel optimization and uptime performance across commercial fleets and industrial equipment. Our intelligent sensor-based solutions empower businesses to achieve real-time visibility, reduce fuel costs, and maximize operational efficiency. We are growing rapidly and looking for a proactive operations leader to scale our installation and service excellence across regions.

Role Overview:

We are looking for an experienced Zonal Customer Service and Operations executive to oversee the complete lifecycle of sensor and solution installations across our client base. This role is critical to ensuring installation efficiency, reducing operational costs, driving SOP compliance, and delivering best-in-class customer service. You will also own key metrics around inventory management, vehicle onboarding, and complaint resolution turnaround times (TAT).

Key Responsibilities:

Sensor & Solution Installation:

• Lead and manage end-to-end installation of IoT devices and software solutions at client sites and vehicles.
• Optimize installation processes to minimize cost-per-installation while ensuring quality and reliability.
• Ensure adherence to strict timelines (TAT) and drive "First Time Right" (FTR) installations.
• Coordinate with field service partners and internal technical teams for seamless execution.

Operational SOP & Quality Management:

• Enforce Standard Operating Procedures (SOPs) across all stages of installation, servicing, and onboarding.
• Monitor compliance and provide ongoing training to teams and vendors to meet SOP standards.
• Audit field operations regularly to maintain quality and safety benchmarks.

Customer Service & Issue Resolution:

• Build and lead a customer service function for resolving complaints and post-installation support.
• Monitor and ensure timely resolution of issues, tracking customer complaint TAT and satisfaction.
• Implement feedback loops and root cause analysis to reduce repeat issues.

Inventory & Asset Management:

• Oversee inventory planning, dispatching, and reconciliation for all IoT hardware and sensors.
• Maintain stock accuracy, avoid pilferage/losses, and ensure timely procurement and logistics.
• Track inventory turnover and deploy controls to manage working capital efficiently.

Vehicle Onboarding:

• Ensure smooth onboarding of customer vehicles into the platform with proper device calibration and platform configuration.
• Establish processes for data validation, connectivity testing, and reporting during onboarding.
• Measure and improve onboarding TAT and success rate.

Key KPIs:

• Installation TAT Compliance
• Cost per Installation
• First Time Right (FTR) %
• Customer Complaint Resolution TAT
• Inventory Accuracy & Stock Turnover
• Vehicle Onboarding TAT & Quality
• SOP Audit Scores & Compliance

Qualifications and Experience:

• Bachelor's degree in engineering, Operations, or related field; MBA is a plus.
• Experience in operations, field service, or customer success roles—preferably in an IoT, SaaS, telematics, or mobility domain.
• Proven track record in managing field installations, inventory, and large operational teams.
• Strong analytical mindset and hands-on experience with service tools (CRM, ticketing systems, ERP).
• Excellent leadership, coordination, and communication skills.
• Exposure to Lean Six Sigma, Kaizen, or other process improvement frameworks
• Familiarity with tools like Zoho, Salesforce, Freshdesk, or similar platforms