Zonal Service Manager (Team Handling Role)
- First contact person within the team (i.e. customer complaints and objections, customer requests, coordination of appointments, holidays, trainings, etc.).
- Manages a team of Field Service Specialists, develops them, assigns and schedules work, and appraises performance. Ensures an equally team workload and an effective resources planning
- Manages escalated customer situations, escalating to the appropriate personnel as needed.
- Ensures customer satisfaction according to the Corporate Service Standard (CSS).
- Acts as primary technical contact for direct and indirect reports. He is responsible for coaching employees technically through logical troubleshooting processes and responsible for developing their skills.
- Makes different decisions, if applicable, in regards of warranty, goodwill, discounts, loaner equipment, reconstructions, etc.
- Responsible for CRM activities within the team and the processing time and data quality.
- Controls the activities according to specifications of the Service Management (i.e. processing time, orders, and data quality, etc.
- Organizes and leads team meeting and with the Service Management on a regular basis.
- Carries out a yearly Audit / Customer visit together with each service technician of the team.
- Contributes to the personal development by participating in job interviews and hiring processes.
- Contributes to the yearly Contract revenue as per Budget given.
- Ensures that the field staff is properly trained and their skills are continually being advanced through regular evaluations and survey feedback. Conducts staff training as appropriate.
- Compiles and maintains operational records, such as repair time records, repair and maintenance statistics, and test results.
- Reports product failure trends and/or product weaknesses to the appropriate product groups.
- Coordinates all necessary express operations.
- A proven track record in instrument service for at least 12 - 15 years
- Master’s/ Bachelor’s degree
- Excellent written and verbal communication
- Must have - interpersonal, problem-solving, presentation and organizational skills
- Team handling experience and ability to take responsibility
- High commitment to customer satisfaction
- Willingness for extensive travel as per the work requirement throughout India
Sutherland
amartha
WNSGlobalServices144
AVIVGroup