Head of Service Management

Function:

Services & Maintenance

Job Position:

Head – Customer Services

Reports to:

Director - India

Role Summary:

As part of the Customer Services team, Head of Customer Services will own end-to-end execution of onsite services work in the region—covering trades such as fulfilling the client needs, problem solver at a strategic level, who can work with others to reach a resolution, can anticipate and react effectively to problems. Should be well head on API pump business and have strong market acumen of the industry. 

Main Responsibilities / Tasks:

·       To train and develop the distributor service personnel, to take care of after sales service and further can set up a team to attend field complaints.

·       To have a set up for conducting energy audit at sites all over India to promote and recommend our pumps and systems through distributor personnel. Based on the study, to submit the report/summery with recommended high efficiency ITT pump with payback period. And with constant track on the report, to convert this as order for our pumps in co ordination with distributor.

·       To take care of all technical training activities at Baroda plant for Employees, Distributor Engineer and Customers

·       To investigating and solve customers problems, which may be complex or long-standing problems that have been passed on by customer service assistants

·       To co-ordinate with our distributor sales/service engineer for potential and prospective customer site visit for technical discussions. 

·       To support our distributors and attend our service calls.

·       To co-ordinate with ASM for service activities in the respective regions.

·       To ensure our services up to our global brand image 

·       To motivate the field service engineers for timely & prompt service.

·       To ensure satisfactory service to the end users by providing effective and efficient service.

·       To deliver outstanding customer service to new, existing and returning customers and is in charge of developing and realizing the customer service guidelines which match with company policy.

·       To devise a spare stocking policy, for all ITT & Distributors [25% & 75% holding] to necessarily stock and offer soonest post sales service.

·       To devise Annual maintenance contracts to be drawn by our Distributors with clients

Required Qualifications & Experience:

·       Education: Bachelor's Degree in Mechanical Engineering

·       Experience: 17+ years of working experience in Pump / EPC firms

·       Financial Acumen: Strong understanding of budgeting, cash flow management, and cost optimization.

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What are we looking into an ideal candidate for the position

·       Ability to work under extreme pressure without affecting results

·       Tact, diplomacy to deal with people in stressful situations and provide confident assurance 

·       Need to be balanced.

·       Most important is to be calm and result oriented in critical situation

·       Customer Intimacy

·       Customer Relationship Management

·       Internal and External Partner Relationships

·       Personal Work Management

·       Developing People

·       Leading People & Teams

·       Ability to Identify Hazard

Languages:

Fluent English in listening, speaking, reading, and writing

Location:

Savli – Manjusar Plant, Vadodara