Responsibilities:
- Portfolio Management:
- Oversee and manage a portfolio of service contracts and projects to ensure efficient and effective delivery.
- Monitor performance metrics and take proactive measures to meet customer expectations.
- Ensure contractual obligations are met and maintained across service delivery operations.
- Service Operations Management:
Lead day-to-day service operations for both electrical and mechanical systems, ensuring services are delivered within agreed timelines.
- Maintain a strong focus on minimizing breakdowns and optimizing TAT (Turnaround Time) for service requests and repairs.
- Troubleshoot operational issues to ensure smooth service delivery.
- Ensure that service teams adhere to quality standards and safety protocols.
- Breakdown Management & TAT Optimization:
- Manage and minimize system breakdowns by ensuring quick response times and efficient resolution.
- Analyze performance data and work to improve Turn around Time (TAT) to enhance service quality and customer satisfaction.
- Subcontractor & Vendor Management:
- Manage relationships with subcontractors and third-party vendors, ensuring service level agreements (SLAs) are met.
- Monitor subcontractor performance, ensuring they meet required standards and timelines.
- Negotiate contracts and manage ongoing relationships with suppliers and subcontractors.
- Spare Parts & Stock Management:
- Oversee the management of spare parts, ensuring that inventory levels are sufficient to meet service demands.
- Coordinate with the procurement team for timely replenishment of critical stock items.
- Maintain an effective system for tracking stock levels and usage to reduce operational costs and prevent delays.
- MIS Reporting:
- Develop and maintain regular reports on service operations, including breakdowns, TAT, inventory levels, subcontractor performance, and other key metrics.
- Provide data-driven insights to senior management to inform decision-making and continuous improvement initiatives.
- Create reports on service performance for internal and external stakeholders.
- Team Leadership and Communication:
- Lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence.
- Foster a culture of collaboration, communication, and continuous learning within the service team.
- Ensure effective communication between departments (e.g.,operations, procurement, and maintenance) to ensure seamless service delivery.
- Customer Relations:
- Maintain strong relationships with customers, addressing any service-related issues or concerns.
- Collaborate with the sales and customer service teams to ensure customer satisfaction and retention.
- Compliance & Safety:
- Ensure all service operations comply with company policies, industry standards, and safety regulations.
- Conduct regular safety audits and training sessions for service staff
