Senior Field Service Manager

2 days ago

Bengaluru, Karnataka, India Qcentro Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: Senior Field Service Manager

Department: Operations

Reports to: VP – Operations (India)

Role Overview

The Senior Field Service Manager will oversee the entire field service department, including strategic direction, business development, client relationship handling, and comprehensive team leadership across multiple regions.

Key Responsibilities

Strategic Leadership & Planning

  • Develop and implement overall field service strategy in alignment with business objectives.
  • Define KPIs, track team performance, and implement corrective actions.
  • Identify opportunities for service innovation, process optimization, and technology adoption.

Client Communication & Relationship Management

  • Serve as the escalation point for critical client service issues, ensuring timely resolution.
  • Build and maintain strong relationships with key clients.
  • Communicate service updates, potential issues, and solutions proactively.
  • Conduct client meetings and gather feedback to enhance service delivery.

Field Service Operations Management

  • Develop workflows for service delivery, installation, maintenance, and repairs.
  • Ensure adherence to SLAs and quality standards.
  • Manage utilization of field service tools, equipment, and technologies.
  • Ensure compliance with safety regulations and company policies.

Team Leadership & Development

  • Lead a team of Field Service Engineers, setting clear expectations and conducting reviews.
  • Provide coaching, feedback, and identify training needs.
  • Drive a culture of accountability and performance.

Financial & Performance Management

  • Manage the field service budget effectively.
  • Track and analyze service costs to identify improvements.
  • Prepare reports on KPIs, client satisfaction, and operational efficiency.
  • Support financial forecasts related to service operations.

Other Responsibilities

  • Collaborate with Sales, Delivery, Finance, and HR for seamless service delivery.
  • Participate in cross-functional initiatives to improve customer experience.
  • Stay updated on industry best practices, technologies, and regulations.
  • Handle any additional responsibilities assigned by management.

Qualifications

  • Bachelor's degree in Engineering (Electrical, Mechanical, Electronics, or related). Master's degree is a plus.
  • Location: Bangalore
  • Travel: 70–90% (including short notice travel).
  • 8+ years of experience in field service operations with at least 3 years in a leadership role.
  • Proven track record of implementing successful field service strategies.
  • Strong communication, interpersonal, and leadership skills.
  • Technical aptitude and understanding of relevant technologies.
  • Strong problem-solving and decision-making ability.
  • Proficiency with CRM and field service management software.
  • Knowledge of Indian regulations and business practices.
  • Willingness to travel extensively.

Competencies

  • Client service & relationship building
  • Analytical and problem-solving ability
  • Customer and people management
  • Efficiency and adaptability

Behavioral Competencies

  • Strong communication skills
  • Team management
  • Positive working attitude

Package is open for these role

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Job Types: Full-time, Permanent

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