Senior Field Service Manager

Company Description
The Averna experience
Averna delivers industry-leading test solutions and services for communications and electronics device makers worldwide, accelerating product development, quality and innovation:

• Be : Serve international customers and collaborate with colleagues in Canada, Europe, the U.S., Mexico and Asia.
• Drive : Participate in the development of market-leading high-tech products in the Automotive & Transportation, Electric Vehicles, Consumer Electronics, Industrials and Life Sciences.
• Develop your : Contribute to thrilling projects that will stretch your skills and talent to the maximum.
• Enjoy : Be part of a fast-growing company with award-winning products and team.
• Share your : Meet passionate people, enjoy our modern environment and dynamic atmosphere.

Job Description
Role Overview:
The Senior Field Service Manager will oversee the entire field service department, including strategic direction, high-level client relationship management, business development, and comprehensive team leadership across multiple regions.

Key Responsibilities and Performance Metrics:
Strategic Leadership & Planning:

• Develop and implement the overall field service strategy in alignment with the company's business objectives and customer needs.
• Define key performance indicators (KPIs) for the field service team and track performance against targets, implementing corrective actions as needed.
• Identify opportunities for service innovation, process optimization, and technology adoption to enhance efficiency and customer experience.

Client Communication & Relationship Management:

• Serve as a primary point of escalation for critical client service issues and ensure timely and effective resolution.
• Build and maintain strong, long-term relationships with key clients, understanding their business needs and service expectations.
• Proactively communicate service updates, potential issues, and solutions to clients.
• Conduct regular client meetings and gather feedback to continuously improve service delivery and identify new opportunities.

Field Service Operations Management:

• Develop and implement efficient workflows and processes for service delivery, installation, maintenance, and repair activities.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Manage and optimize the utilization of field service tools, equipment, and technologies.
• Ensure compliance with safety regulations and company policies in all field service activities.

Team Leadership & Development:

• Manage a high-performing team of Field Service Engineers.
• Set clear performance expectations, provide regular feedback, and conduct performance reviews.
• Identify training and development needs for the team and facilitate opportunities for skill enhancement.

Financial & Performance Management:

• Manage the field service budget effectively, controlling costs and maximizing resource utilization.
• Track and analyze service costs, identifying areas for improvement and cost reduction.
• Prepare regular reports on field service performance, including KPIs, client satisfaction, and operational efficiency.
• Contribute to the development of financial forecasts related to service operations.

Other Responsibilities:

• Collaborate effectively with other internal departments, including Sales, Delivery, Finance and HR to ensure seamless service delivery.
• Participate in cross-functional projects and initiatives to improve overall customer experience.
• Stay updated on industry best practices, emerging technologies, and relevant regulations.
• Handle any other tasks and responsibilities as assigned by management.

Qualifications
Qualifications:

• Bachelor's degree in engineering (Electrical, Mechanical, Electronics, or related field) is required. A master's degree is a plus.
• Location: Bangalore
• Travel: 70% - 90%, including short notice travel
• Minimum of 8 years of progressive experience in field service operations, with at least 3 years in a management or leadership role.
• Proven track record of developing and implementing successful field service strategies.
• Excellent communication, interpersonal, and client management skills.
• Strong technical aptitude and understanding of relevant technologies and industry standards.
• Demonstrated ability to lead, motivate, and develop a team.
• Strong problem-solving, analytical, and decision-making skills.
• Excellent organizational and time management skills.
• Proficiency in using CRM and field service management software.
• Familiarity with local regulations and business practices in India.
• Willingness to travel as required.

Competencies:

• Client service and relationship building
• Analytical, logical, and problem-solving skills
• Customer and people management
• Efficiency and adaptability

Behavioral Competencies:

• Adherence to Averna Values
• Excellent communication
• Team management

Positive working attitude

Additional Information
What's in it for YOU

• A multinational high-tech work environment
• Team spirit, fun and passion for technology
• Development and training opportunities
• Attractive salary package including benefits
• We are a fair company

Averna is committed to employment equity and to encouraging diversity and inclusion. We are pleased to consider all qualified applicants for employment, regardless of race, color, religion, sexual orientation, gender, national origin, age, disability, veteran status, or any other legally protected status.