Gilbarco Veeder-Root - Zonal Head - Service

Education & Experience: 

The ideal candidate will be a : 

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

- Minimum 7 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

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 Dispenser Unit Service business team in the zone. Be a role model and ensure 100% compliance from the team.

- Make State Heads & Area Service Managers (ASMs) accountable for 100% 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 (FBS) - Business framework / 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 KPI's for the Zone / States.

Customer satisfaction and Relationship management

- Deliver on Customer complaint call closure SLA's and KPI's.

- 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

Background and Skills: 

- The ideal candidate will be 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