Service Manager - India Region

Accountabilities of the position :

- Service and support are the key elements to create a high value customer experience for sustainable business operation. We are looking for a Group Service Manager based out of India to manage a team of 15-20 engineers and application support specialists to ensure quality of service to customers that will strengthen the overall organization.

- Drive high quality service and support experience to customers across ME and India through a team of engineers and application support specialists. Achieve and exceed effectiveness and profitability of service delivery organization by improving productivity of the team.

- Develop a motivated and skilled service and support team to meet the expectation of customers and meet organizational goals. Constantly search, identify, and recruit talents from the market to deliver high quality service and support across a continuously growing portfolio.

- Identify and nurture product specialists to support pre-sales activities across growing portfolios, both technically and commercially, to enhance revenue growth. This will also focus in developing a leadership team to stimulate employee career growth.

- To have a constant focus on customer satisfaction and ensuring to meet agreed satisfaction scores. Ensure continuous interactions with the customers to address the areas of concerns for achieving improved service levels.

- Work closely with other divisions of organisation and create constantly evolving cross selling programs to stimulate/maximise cross selling opportunities.

- Drive Service Business as a strong contributor to revenue generation by meeting and exceeding customer expectations in the most effective way so that service activity completion and invoicing go beyond industry standards.

Profile of Candidate :

We are looking for a professional who have strong management and leadership skills in leading team of engineers and application specialists located at multiple regions and have a passion of building career in service business.

- Proven track record as Service manager in life sciences segment by managing customer escalations, building motivating team and delivering revenue targets to organisation

- Work experience as service manager is essential. Should have managed a team of 10 to 15 engineers for at least 5 to 10 years.

- Ability to develop strategies that support accelerated revenue growth. Should have adequate financial skills to interact effectively with finance and management team within the organization, vendors and customers.

- Ability to manage all established processes and protocols in a highly disciplined and structured way to meet and exceed all set KPIs

- Skill sets to engage effectively with other business units to improve business/processes to accelerate cross divisional revenue growth with the support of service and support team

- Ability to lead effectively and drive results in a matrixed managed operating environment. Possess a continuous process improvement mindset with the ability to lead effectively and manage change.

- Should have a passion to drive team to achieve ultimate customer satisfaction by balancing company and customer needs.

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