Field Operations Specialist

1 day ago

Delhi, Delhi, India Ecolibrium Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Role Purpose::


• Handling the customers


• Ensure customer satisfaction


• Execution of projects and issue resolution


• Adhering to service SLA and resolutions on time


• Upscaling of existing customers

Responsibilities:


• Planning for installations and service


• Ensure quality work in installation and service


• Ensuring minimum bench time


• Use the bench time for other productive work which will improve the company revenue and image


• Proper coordination with the clients


• To be in regular touch with the existing customers and ensure they are kept excited throughout the year

– Ensure regular visit all the customers as may be required, even without complaints / service requirements

– Proactive actions to ensure trouble free operation of the platform, sending reports in identified cases, information to customers in case of down time etc.

– Ensure positive feed back from the customers, 90% of the customers should rate Ecolibrium high in the CSAT / NPS scores

– Identification of asset CBMs and Use Cases in existing customers to increase the revenue

– Identify additional opportunities for increase in nodes

– Identify competitors on the site and inform to the product team


• CBM, NZC, Sustainability etc. in existing customers to enhance the revenue


• Develop a strong bond with the different teams of the company like supply chain, sales, product etc. to ensure

Role Outline:


• Ownership of the existing customers and get involved in all actions to bring everything to logical conclusions


• Regular meetings with the customers to ascertain smooth operation of the platform


• Regular reports to customers, as many as possible, on the health of the platform as well as reasons for issues


• Discussions with customers to understand their pain points so that solutions can be designed


• Identify the product gaps and report to product teams so that additional revenue generation possible by plugging the gaps


• Keep a watch on the market and competition so that inputs can be given to the product team and management on market developments


• Support the sales team in developing additional business which help to generate additional revenue for the company

Skills and Experience:


• 5 – 7 years of experience


• Knowledge of data communication systems / processes and IoT gateways


• Basic Understanding of Energy Management / industrial processes / utility systems


• Knowledge of software platforms / BMS / Cloud architecture


• Knowledge of communication networking, establishing connectivity with various gateways, BMS, other platforms etc.

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