Sr. Manager
4 weeks ago
• Drive Quote to Delivery process through Service Operations
• Drive Contract service revenue in coordination with the Divisional Service leaders by timely renewal of service contract and warranty expiries.
• Prompt execution of Spare parts order
• Chip in to new Service Development processes by defining complete range of Field Service Processes and management ISM/ Service Portal
• Drive call center operations by dispatching calls efficiently for improved response time, working with Field Engineers and customers for early closure of calls and improve CAS.
• Ensure all Master databases in the system are handled on time & accurately supporting the ever-expanding customer installed base
• Work closely with the tech support, field service & supply chain teams to improve planning, spare parts availability in India, reduce the down time and improve revenue cycle for service.
• Work with the service leaders and finance team on resolving and maintaining service pricing.
• Maintain and publish key service metrics and drive improvements in coordination with Field service teams.
• Drive continuous process improvement in processes and systems through PPI.
• Establish standard documentation/ SOPs of all processes as per Master Control documents to ensure teams have ready reckoners & guidance available always
• Work with India Service Leaders & prepare annual plans, define service operations strategy & drive operational plans
• Responsible for driving a high-performance culture within a team with dynamic strengths to bring about Service excellence.
Minimum Qualifications / Skills required:
• Graduate or Post Graduate with a minimum of 15 years’ industry experience to relevant field
• Must possess good analytical, economical evaluation and problem solving skills.
• Effective interpersonal, oral and written communication skills with validated capability to maa meaningful contribution to the business team while offering sound independent advice on commercial matters.
• Ability to lead multiple priorities with a consistent track record of service delivery.
• Ability to optimally influence and build alignment with individuals and within multidiscipline teams.
• Strive for “Customer Delight” with a focus on “Customer Centricity”
• Ability to work with various individuals to acquire sufficient information about the company’s service operations.
• Should be a great teammate, Solution Oriented approach and Attitude
• Thorough knowledge of the industry and must also have knowledge of service support optimization.
• The role would require travel to regional offices, customers, and production sites.
• Six Sigma and or handling any other quality management systems will be added advantage
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