Responsibilities and Duties:
Business Contribution
- Support achievement of annual service contract revenue targets.
- Drive process improvements to enhance efficiency and service delivery outcomes.
Team Leadership & Management
- Lead, mentor, and manage a team of Field Service
- Allocate work, ensure balanced workload distribution, and monitor performance.
- Conduct performance evaluations and support employee development initiatives.
- Participate in recruitment and hiring processes.
Customer Service & Experience
- Act as the first point of contact for customer concerns, complaints, and service requests.
- Manage and resolve escalated customer issues effectively.
- Ensure high levels of customer satisfaction in line with corporate service standards.
- Conduct regular customer visits and audits with service team members.
Operational Excellence
- Oversee service operations, ensuring timely execution and adherence to quality standards.
- Monitor CRM activities, ensuring data accuracy and efficient processing timelines.
- Maintain operational records, including repair data, maintenance statistics, and service reports.
- Coordinate express and critical service operations as required.
Technical & Process Oversight
- Serve as the primary technical escalation point for the team.
- Guide team members through troubleshooting and technical problem-solving.
- Identify product issues and communicate trends or weaknesses to relevant teams.
- Make decisions related to warranties, goodwill adjustments, discounts, and service exceptions.
Training & Development
- Ensure continuous skill development of field staff through training and evaluations.
- Organize regular team meetings and knowledge-sharing sessions.
- Promote a culture of continuous improvement and learning
Required Skills and Abilities:
- Strong verbal and written communication skills with the ability to engage diverse stakeholders.
- Excellent interpersonal, problem-solving, and organizational abilities.
- Strong leadership skills with a proven ability to manage and motivate teams.
- Customer-focused approach with a commitment to service excellence.
- Ability to work in a structured, solution-oriented manner.
- Willingness to travel extensively across India as per business requirements
- Innovation & Excellence: Work at the forefront of technology, innovation and technical excellence.
- Culture of Trust & Ownership: An empowering environment that values collaboration, accountability and individual contribution.
- Learning & Development: Strong onboarding, continuous learning and opportunities for professional and personal growth.
- Global Exposure: Collaborate with international teams and gain exposure to global expertise, standards and best practices.
- A Global Career: Be part of a growing, globally respected high-technology organization with long-term career opportunities.
- Meaningful Impact: Make a difference through innovative solutions that create value for customers and industries worldwide.
