About the Role: The role entails strategic oversight and leadership of field service and support operations, ensuring seamless execution of service delivery in alignment with organizational objectives. The incumbent will be responsible for driving operational excellence, enhancing service quality, and maximizing revenue opportunities through efficient resource utilization and process optimization. This position requires a strong focus on delivering superior customer experience by maintaining consistently high service standards, strengthening client relationships, and ensuring adherence to service-level agreements (SLAs). The individual will also play a key role in mentoring teams, implementing best practices, and driving continuous improvement initiatives to enhance overall service performance and customer satisfaction.
Responsibilities:
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:
- 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.
Education and Experience:
- Bachelor's/ master's degree in engineering or a relevant technical discipline.
- 1215 years of experience in instrument service or field service operations.
- Demonstrated experience in team management and service operations leadership.
