Deputy Manager - Technical Service - North & East

- Responsible for managing the after sales support and service of Hot Products like, Frymaster, Convotherm, Merrychef, Lincoln, Garland and Cleveland

- Managing the warranty (through service providers) for all equipment's sold to Chain accounts (Global/local). Improve/upgrade the service infrastructure for the General Market.

- Provide Continuous training of service providers' technicians to upgrade their skill levels. Support new product roll outs to all chain accounts.

- Managing and qualifying the Warranty claim lodged by service providers and coordinating with all OCs wherever needed. Support in new product initiative on hot side such as Inducs

- Escalate repetitive down calls and quality issues to respective OC's and work till resolution is achieved

Key Tasks and Responsibilities : 

- Develop service infrastructure and manage Warranty service to major chain accounts within the Indian Subcontinent

- Managing Service providers and monitor their performance with respect to call resolution, first time fix etc in line with agreed Metrics with the Global/local chains 40%

- Manage the Warranty claims and co-ordinate/liason with OCs to ensure the process warranty compensation is implemented smoothly. Develop processes/plug loop holes in the existing process if necessary. 10%

- Train Distribution Personnel, Manitowoc personnel & Service Agencies supporting Manitowoc Products in the region. Support in new product rollouts. 20%

- Work with the International Product Line Directors and domestic product line directors of the various business units to develop or source market specific product needs. 10%

- Prepare, coordinate, and oversee implementation of sales, service, and warranty policies and records management. 10%

- Improve/set-up service infrastructure for the General Market including spare parts sale to the service providers. 10%

Specialized Skills, Knowledge and Abilities : 

- Include Certifications, Licenses and software and/or equipment used to perform the job

- Business Acumen - Customer focused with Profit Orientation. Good in commercials

- Train, motivate and build team

- Good written and Oral communication

- Presentation skills

- Problem solving ability