Regional Service Manager - North

Regional Service Manager - North

Location - Gurugram, Haryana, India

Education - Graduate degree/PG/diploma in Engineering (Mechanical/electrical/electronic)

Experience (type) : 15+ Years

Specific knowledge CS operations; Product technical know how

Area of work : Field service operations

Objective of the position (or process result) :

- To mange and control the service operations in the region to ensure better customer and trade satisfaction within the organization policies and processes.

- Responsible for service operations in the region and achieving customer and trade satisfaction

- Conduct review on the key result areas and coach and motivate the service team and ISPs for achieving the desired results as per laid out norms by monitoring back office team, ISP coordinators and service partners

- Responsible for identifying the gap areas in terms of performance of the team and facilitates improvement action plan

- To equip the team and service partner with product and behavioral training to develop their competencies

- Finalizing and maintaining adequate service infrastructure in terms of own & outsourced network in alignment with the sales plan

- Evaluate and recruit the right candidates and ISPs for the defined roles and territories

- Study the service data and provide directions to service team for the improvement of spare part planning and for the improvement of productivity and service metrics -Monitor spare inventory, MSL and availability

- Deploy the service and revenue targets to the ISPs and technicians, To ensure the achievement of revenue targets of the region

- Communicate and implement revenue and service schemes rolled out by HO and ensure the achievement of results

- To ensure adherence of polices and processes in the region as per the guidelines and internal control system by performing trend analysis and appropriate audits and corrective measures

- Liason with HO functions and factory team for quality related feedback, market inputs, compliance, safety, statutory and for facilitating customer and dealer visits

- To understand and derive the root cause of NPS feedback, escalations and legal complains and provide necessary facts to legal and CS HO team and implemen tappropriate corrective measures

- To ensure key parameters of service delivery like wait time, down time, first time fix and NPS are achieved as per standards

- To ensure open calls are monitored and controlled by providing timely resolution to consumers

- To monitor timely system updates and quality of data captured in the system

- Provide product quality feedback by creating EFSB method

- To ensure dispatch o fidentified defective spares parts sent to respective factory for analysis

- Plan periodic dealer visit to actively promote our service business and relationships and track their satisfaction trend

- To assist in grading and scraping of finished goods and spares part as per laid out norms

- To collaborate with the system team for updating the area mapping, technicians status technicians RIS usage

- To ensure receivable aging of ISP outstanding, consignment spare parts and standby appliances from the ISPs and customers