Gilbarco Veeder Root - Manager/Senior Manager/Zonal Head - Service

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