Diebold Nixdorf - Regional Service Manager - West Region

Diebold Nixdorf, a leading MNC, in the sector of ATM manufacturing, sale and related services; Electronic & Physical security products; software and related services is currently looking to hire a Regional Service

Manager with 12-18 years of experience for West Region .

This position will be based out of Mumbai and will be reporting to Director- Field Service.

Position Summary:

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

This position works closely with : SCM/Sales/MS/Finance/HR

Additionally, the following external relationships will be required of this position : Client Interaction, Customer Support

Scope of Responsibilities :

- Responsible for service management for the Region.

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

Essential Functions:

- Good Knowledge on Payments, Feet on street operations.

- Expertise on Customer Support operations / process implementation

- Leadership skills with ability to manage geographically spread teams

- Ability to handle / influence and negotiate with internal & external customers and other stake holders in system.

- Self Starter & Initiator

- Competancy to handle large team size of different skill sets like feet on street, as well as domain specialists.

Role Requirement:

- Responsible for profitable growth of services operations within the region. To head service function for 4 states.

- Lead & negotiate the AMC contract business, including service-level agreements for Banks within the region.

- Will be responsible to drive SLA and service KPI Metrics across the region.

- Ensure setting of highest level of service performance KPIs such as ART, FIFT, MTBF etc

- Will be responsible for customer issues, field management & customer satisfaction.

- Will be responsible for Parts Management - Planning, Control, Usage and Consumption booking.

- Will be responsible to set & drive performance targets in the team .

- Will be responsible for consistently achieving set targets for bill work revenue, accounts receivables management and timely collections.

- Ensure all projects are rolled out on field within the given time frame including collection of relevant documents for payment collection.

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

Other Competencies :

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

- Having effective communication and man-management skills.

- Experience on field service operations / servide KPI norms

- Experience in negotiating service business contracts



- Experience in handling large teams, reducing operational costs while providing best service quality.

- Establish and foster networks and relationships at all levels.



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

- Ensure periodic training & mentoring for the team.