Regional Service Manager - IT/Telecom/Banking

POSITION SUMMARY

Responsible for service operation function for the area, meeting KPI Norms, Customer Satisfaction, control measures, Service Business contract and Regional Technical Support.

ORGANIZATIONAL RELATIONSHIPS

- Reports to Director - Service

SCOPE OF RESPONSIBILITY

Responsible for service management for the Region

ESSENTIAL FUNCTIONS

Service Management

- Share best practices with the worldwide Customer Relationship for the Company as well as this team's vision and lead the implementation and delivery of the vision in India

- Be responsible for area-wide profitable growth of services operations

- Be responsible for the region /support organizations.

- Represent the local India perspective to the Customer Service business in shaping global strategy and processes for the organization

- Lead the management of AMC contract business, including service-level agreements

- Parts Sale Business to Existing Customers in the region

- IAD Parts Sale venture

- Depot Repair Facilitation & Team Management

- Parts Management - Planning, Control, Usage and Consumption.

- Account Receivables Management

- Ensure that Annual Maintenance Contracts (AMC) to be signed with the concerned customers within specified period.

- Revenue Booked against the Forecast for AMC

- Ensure that consumables sales target are achieved for regional accounts

- Ensure that Payments for AMC / Consumables/Product are collected within the set time frame from the due date.

- SLA Compliance for the Region.

- Achieve Call ratio for the quarter

- Hot listing of ATMs on Daily Basis for the Region

- Reconciliation of service consumables and AMC on a weekly basis

- Assess the EPT for the Region on a monthly basis for efficiency and accuracy in call handling by engineer.

- Ensure minimum SLA missed by ensuring inventory is maintained for immediate TAT to the field at all times within 2 hrs of request.

- Collection of IC within 30 days from date of dispatch to site after adhering to the SRC compliance.

People Management

- Execute the performance management process, which includes evaluating performance, establishing performance goals, coaching performance and implementing effective development plans.

- Establish and foster networks and relationships at all levels.

- Motivate through recognition and reward.

- Provide encouragement, motivation and support to the workforce through timely and effective communication.

- Understand basic principles of change management and applies appropriately to prepare, introduce and manage change within the organization.

- Training & Mentorship for the team

JOB & REQUIREMENT

- Any Engineering or Bachelor's degree in Business Administration or Computer Science

- At least 14+ years experience, preferably in customer support or support planning role or service delivery roles Previous service management experience

- Ability to drive efficiencies in margin improvement within assigned accounts preferred

- Proven experience leading / managing a team in a customer services environment

- Proven experience with the sales contract negotiating process preferred

- Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer

- Ensure that the customer receives a high level of customer delight with all services and works to maximize services revenue and profitability within assigned accounts