Customer Service Head - IT Hardware/Networking

- Understand requirement and create state of art Service network by taking into consideration projected sales quantity, location of sale and scope of repair.

- Create a service standard and Implement uniformly thru periodic audits and reviews

- Make & implement proper process flow so as to achieve high level of quality productivity with best usage of resources, time & manpower. Effective planning so as to reduce the costs and pilferage.

- Formulate and implement strategies which are aimed towards achievement of organizational objectives

- Ensure performance of business partners are as per Service Level Agreement (SLA) within Turnaround Time (TAT). Also control pendency

- Ensuring that the service team is fully equipped & trained to resolve customer issues

- Responsible for the managing and supervision of staff under including recruitment, resolving technical queries and bottlenecks

- After analyzing training need for team and service provider's staff, organize training programs including OJT

- Disseminating information to Team Members & drive the mentoring initiatives to increase knowledge

- Ability to manage Team, Cross Functional Activities and Channel Management

- Improve customer service score by developing innovative ways with high level of communication

- Monitor availability of competent manpower at workshop & Authorized providers as per service load

- Sourcing of service partner and finalizing agreement including commercials to ensure best service deliveries to end user

- Ensures the availability of tools, equipment and spare parts required while maintaining and controlling inventory levels

- Monitoring overall functioning of processes, thru regular Audits and reviews.

- Advance planning for spares/components/inventory requirement and sending the projection to higher management and Coordinating with OEM- s

- Preparing and submitting MIS reports based on data generated

- Periodically doing predictive and prescriptive analysis