Field Service Delivery Manager

Reporting to the Director- Service Operations, you will be responsible for:

- Managing service delivery operations to customers on-site (sending engineer physically to the site) or walk-in (managing resident engineers to provide services to customers at service centers)

- Strategizing to achieve customer KPIs to ensure best quality service and highest customer satisfaction

- Coordinating periodical audits with service partners to ensure best practices and expanding the network of service partners according to the requirements of customers of the company

- Managing space of the service unit to ensure high quality service to customers and fulfilling customer KPIs

- Reviewing complaints, escalations and providing solutions to smoothen out functions. Reviewing such corrective actions to make sure good practices are implemented

- Driving continuous improvement initiatives and implement E2E process oriented approach

- Be the single point of contact for Brands to carry out day-to-day operations

- Coordinating return of parts from service partners to the Brand; handling good and bad cases

- Improving efficiency, productivity and ensuring zero leakage along with service partner payout and satisfaction