Location(s): Haryana, India ⋅ Gurgaon, Haryana, India
Experience Level(s): Expert or higher ⋅ Senior
Field(s): Operations & Logistics
What you will do
Provides leadership for the overall services delivery and supporting field service team to perform.
Drives service operation team toward on-time committed service, maintain service level agreement (SLA), service quality.
Coordination with factory and supply chain for on-time material support and managing service inventory.
Seeking and analyzing customer feedback to improve service delivery quality, timeliness and correctness to improve CSAT & NPS.
Monitoring and improving response and resolution time and post-service customer communication to ensure close loop.
Work closely with regional managers and technical support manager to identify front line service engineer’s training requirement and drive the training plan with learning and development team.
Coordination with sales for driving on time PSA renewal and timely PPM for PSA contracts.
Providing deep focus & ownership on overall services delivery and handling 2nd level customer escalation.
How you will do it
Lead the overall Services business and being accountable for operational (EHS, Quality, On Time Delivery, Cost, Productivity, Net Promotor Score) results.
Develop and deliver business plans for specific service line opportunities; drive the operationalization of such plans.
Champion the collaboration with various stakeholders to support overall PSA / Retrofit / L&M / Other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance.
Own and drive digital service transformation in delivering the services to customers.
Provide direction and guidance on the implementation of high-impact transition and transformation projects. Act as the change champion.
Drive consistency of end-to-end service operations across the cluster, and in full alignment with standards, framework, processes and policies set by the APAC Services team.
Jointly establish and ensure the implementation and execution of strategic growth initiatives in APAC
What we look for
B.E/B. Tech (Electronics/ IT/ Mechanical/Equivalent) is preferred
15 to 20 Years of relevant professional experience of Service operation in Building Automation / HVAC industry.