Relevant Knowledge, skills and competencies -(For the role, specify the following: - educational background and knowledge, - details of relevant experience, - skills required for the role, - key performance competencies that are required)
Responsibilities:
Service Delivery Management
- Key Customer account management (Delight Customers)
- Manage Customer Service Cases with timely update, handle technical escalations for faster closure of P1 equipment down cases.
- Work with cross-function key leaders & suppliers within region and Global team for faster recovery of Down Sites, faster closure of escalated cases and long aging cases.
- Improve Operational KPIs like NPS, MTTR, MTBF for Key Customers
- Manage Spare Parts Availability and Logistics with support of suppliers
Quality
- Incorporates Company Values and responsibilities.
- Adhere to all company directives, policies and procedures
- Represent the organization in a professional and positive manner.
- Uphold company's philosophy and all policies and procedures by maintaining appropriate controls to assure Full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities, and enhancing the quality of our organization
RELEVANT KNOWTEDGE, SKILLS AND COMPETENCIES:
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill and/or
ability required:
- Excellent Leadership skills with strong business acumen, customer relationship and people
management
- Excellent written and verbal communication skills, Exceptional customer service skills . Be a self-motivated worker, able to interact and communicate well with all at various levels of business .
- Ability to represent the organization in a professional and positive manner . Be able to motivate team and lead by example .
- Working knowledge/understanding of all Company's products and proficiency in assigned product specialties
- Familiarity/proficiency with the basic Software applications .
- Ability to effectively interact with customers (via phone and face-to-face)
- Excellent Presentation Skills
- Must be willing to travel frequently
- Ability to organize and prepare reports
EDUCATION & EXPERIENCE
Degree in Engineering or associated discipline, MBA preferred
Minimum of 10-15 years of leadership experience through customer management role.
