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Mumbai, MH
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  • Retail & Wholesale
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Job Details

Reports to Director - Service- This position works closely with- Additionally, the following external relationships will be required of this positionSCOPE OF RESPONSIBILITYResponsible for service management for the RegionESSENTIAL FUNCTIONS Service Management- Share best practices with the worldwide Customer Relationship for the company as well as this teams vision and lead the implementation and delivery of the vision in India- Be responsible for area-wide profitable growth of services operations- Be responsible for the region /support organizations.- Represent the local India perspective to the Customer Service business in shaping global strategy and processes for the organization- Lead the management of AMC contract business, including service-level agreements- Parts Sale Business to Existing Customers in the region- IAD Parts Sale venture- Depot Repair Facilitation & Team Management- Parts Management Planning, Control, Usage and Consumption.- Account Receivables Management- Ensure that Annual Maintenance Contracts (AMC) to be signed with the concerned customers within specified period.- Revenue Booked against the Forecast for AMC- Ensure that consumables sales target are achieved for regional accounts- Ensure that Payments for AMC / Consumables/Product are collected within the set time frame from the due date.- SLA Compliance for the Region.- Achieve Call ratio for the quarter- Hot listing on Daily Basis for the Region- Reconciliation of service consumables and AMC on a weekly basis- Assess the EPT for the Region on a monthly basis for efficiency and accuracy in call handling by engineer.- Ensure minimum SLA missed by ensuring inventory is maintained for immediate TAT to the field at all times within 2 hrs of request.- Collection of IC within 30 days from date of dispatch to site after adhering to the SRC compliance.People Management - Execute the performance management process, which includes evaluating performance, establishing performance goals, coaching performance and implementing effective development plans.- Establish and foster networks and relationships at all levels.- Motivate through recognition and reward.- Provide encouragement, motivation and support to the workforce through timely and effective communication.- Understand basic principles of change management and applies appropriately to prepare, introduce and manage change within the organization.- Training & Mentorship for the teamDiploma In Engineering or Bachelor's degree in Business Administration or Computer Science- At least 8years experience, preferably in customer support or support planning role or service delivery roles Previous service management experience- Ability to drive efficiencies in margin improvement within assigned accounts preferred- Proven experience leading / managing a team in a customer services environment- Proven experience with the sales contract negotiating process preferred- Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer- Ensure that the customer receives a high level of customer delight with all company's services and works to maximize company's services revenue and profitability within assigned accounts
Degree: MBA/ PGDM

Additional Degree: BE/ B.Tech (Engineering)

Experience: 10-15


Client Servicing | Corporate Sales | Relationship/Account Servicing | Technical Sales
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