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Sr Services Staff Manager - Customer Service Management

Gurgaon, HR
Job Code:
  • Manufacturing & Production
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Job Details

Essential Responsibilities Act as the single point of contact to Customers for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support Customers Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area Lead execution of Planned & Unplanned outages executed under Long-Term & Transactional contracts Support sourcing requirements of material & services as required; Approve / Submit Purchase Requisitions (eRFM) Support Sales / Commercial Ops team in preparing Job Cost Estimates, identifying Field Resource requirements Manage activities in various systems / applications used by Field Service Operations e.g. Field Service Portal, Smart Outage / Field Vision, Charlie ERP, PMX etc. Work with Operations Leader in ensuring compliance to Service metrics (Fulfillment 5 EHS/ Quality/ Timeliness/ Cost/ Productivity) Interact with CPMs & Customer Engineering on Outage Planning, Emergent Work readiness & specific issues related to CS Customers Provide work-scope, outage related material / services requirements to Sourcing Team and PO, vendor invoice payments support etc. Support Tool Centers in procurement, logistics, maintenance, calibration of tools in coordination Manage a team of Technical Field Advisors in developing / upgrading their capabilities, plan their technical / soft-skills trainings, review & improve their performances Participate in discussions about future Business priorities requiring interaction with other functions. Presents projects plans, technical roadmaps, risks and recommendations to senior Business Leaders within technical space and to senior leaders in partner technical teamsQualifications/Requirements Bachelor's degree from an accredited university or college with at least 15 years of relevant Industry experience out of which minimum 7 years of experience should be in Customer Service Management. Strong customer focus and team player mindset with passion for solving problems Excellent oral and written communication skills Strong interpersonal and leadership skillsDesired Characteristics Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills. Prior experience in Oracle / SAP based ERP's.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 7-12


Logistics | Purchasing/Sourcing | Supply Chain Management
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