22/08 Rakesh Sethi
Director at Emploi Globale Consulting Pvt. Ltd.

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Head - Service Operations - Customer Care - Auto (12-17 yrs)

Bangalore Job Code: 734990

Head- Service Operations

Role Description:

- Heads Pan India Operations

- Deployment and maintenance of energy infra, centralized tech support for partners, meeting SLAs with Partners and Customers, service operations. Drive state of art Customer Service across all product categories, lead technical support, Training & development. Manage on time Spares availability and Warranty

- Deliver committed network uptime across each customer in each city across India

- Create and maintain KRA dashboards to monitor network uptime, utilization and real time monitoring

- Drive usage of CRM tools to create, log, resolve and close all customer tickets and feed into strategic product, design development using data and insights generated from daily operations

- Worked in technical field preferably automotive industry with Customer Care background in last 5 years

- Responsible for on time deployment of service locations across the country

- Build and Manage the Field Ops organization

- To contribute to the development and implementation of organizational strategies and objectives

- To ensure effective service plans (with corresponding budgets) are in place which enable improved service development, delivery and growth and manage the same

- To develop policies and procedures which enable service management to operate effectively, efficiently and in line with requirements / SLA

- To develop systems, processes and reports which identify progress against planned activity and inform decision making at both operational and strategic levels

- To proactively identify areas of potential and actual risks to ensure that prompt action is taken to manage these and notify the relevant stakeholders

- To manage relationships with Authorities, including negotiating contracts and winning new business, to ensure effective working relations

- Plan and Ensure appropriate to customer inquiries response system regarding the service of their site, billing, etc. (Complaints, Customer Meetings)

- Plan and ensure execution of technical guidance and training to technicians

- Ensure all business is transacted accurately and timely (including time entry, service order completion), and drive results to all Service related KPI's

- Open to travel as needed

Women-friendly workplace:

Maternity and Paternity Benefits

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