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18/05 Jeya Priscilla
HR at Gilbarco Veeder-Root

Views:1863 Applications:124 Rec. Actions:Recruiter Actions:77

Gilbarco Veeder Root - Manager/Senior Manager/Zonal Head - Service (10-15 yrs)

Delhi Job Code: 1097131

1. Location : Delhi


Around 25% Travel Required


2. Purpose of Position : To lead, manage and deliver customer satisfaction at all levels through timely service and efficiently managing resources available in the region. This is a senior leadership position in the Oil & Gas retail Industry with stringent service KPIs and uptime requirements. GVR is a leader in India with 80+ % installed base of Oil Dispensing Units (DUs) spread across the country including the Automation system of many of these retail outlets.


3. Key Responsibilities :


The Zonal Head- Service will be responsible for Performance of the Zone through the State Heads and the State operations team. The role will involve close & regular interactions with Customers at decision making level, ensuring Customer SLAs , Operational efficiency & Revenue Targets are all managed optimally.


Integrity & Safety :


- Drive Safety & Integrity behavior (Including ethics and compliance) across the Du Service team in the region. Be a role model and communicate to them and ensure better compliance.


- Make State leads & ASM accountable for better compliance and zero accidents.


Financial Goals :


- Deliver on financial metrics: Growth, Revenue, OPEX & working capital


- Deliver on Value Added Services (VAS) targets


- Timely submission of invoices and collection of payments to meet the DSO target.


Continues Improvement / Operations efficiency improvement :


- Be a role model to lead the Fortive business systems , tools for continuous improvements and problem

solving.


- Drive productivity on manpower utilization, material cost and material usage year over year. Improve

First time fix.


- Collaborate with Repair centres / Supply Chain / WH teams for spares availability and replenishment


- Provide timely MIS and report to HO on KPIs for the Zone / States.


- Customer satisfaction and Relationship management :


- Deliver on Customer complaint call closure SLAs and KPIs.


- Track performance via monthly tracker and Daily Management


- Manage key customer level strategically by regular visiting in state and divisional level.


- Propose initiatives and drive improvements to resolve issues.


People Management :


- Responsible to develop state managers for continues succession pipeline.


- Ensure 100% Performance measurement metrics across states.


- Continuous improvement in employee engagement.


- Manage Off Role Field Staff through regular engagement


4. Relationships :


- Reports to : Director Service


- Other Relationships : State Service Manager , Area Service Manager (ASM) , Repair Centre Head., Supply Chain Head., VAS sales executive ,Invoicing Head, Credit Control team


5. Education & Experience : The ideal candidate will be a :


- Customer focused individual with experience of managing demanding customers in a customer focused organization


- Minimum 10 - 15 years experience


- Excellent people management skills to motivate a diverse team of individuals from Technical, Commercial, & Service


- Experience in having managed a State / Region


- Analytical mindset to enable a focused and proved approach to problem solving


- Field service operations experience desirable


- Qualification : BE / MBA or equivalent


6. Background and Skills : The ideal candidate will be :


- Data-driven individual who can manage situations through facts and able to produce and drive effective action plans and Process improvements.


- A team player who works well with all levels of GVR staff to achieve the performance standards required.


- Self motivated and passionate about work


- A Role Model

Women-friendly workplace:

Maternity and Paternity Benefits

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