Area Service Manager For DTH

Description:

Field Service Manager

Key Responsibilities:

Service Call Management:

1200+ service calls

o    Ensure timely resolution of service issues by coordinating with field service technicians and vendors.

o    Monitor and track service requests, follow-ups, and resolution statuses to ensure high service standards.

o    Prioritize and delegate calls based on urgency, customer importance, and technician availability.

Vendor Management:

3-4 vendors

o    Maintain positive relationships with vendors and ensure adherence to service level agreements (SLAs).

o    Negotiate contracts, monitor performance, and resolve any issues related to vendor delivery and quality.

o    Act as the primary point of contact between vendors and the organization.

Field Service Coordination:

o    Lead a team of field service technicians to deliver quality service to customers.

o    Allocate resources (technicians, parts, equipment) as per the service requirements.

o    Conduct regular performance assessments of field service staff and vendors to maintain operational efficiency.

Customer Satisfaction & Reporting:

o    Provide excellent customer service and support to ensure satisfaction at all levels of interaction.

o    Manage customer feedback and complaints; implement solutions for service-related issues.

o    Prepare and submit regular reports on service performance, vendor efficiency, and customer feedback to management.

Process Improvement:

o    Maintain and update service manuals, process guidelines, and training materials for technicians and vendors.

o    Continuously improve the service operation based on customer feedback and field insights.

Inventory & Spare Parts Management:

o    Ensure inventory of spare parts and tools is managed effectively to minimize downtime.

o    Coordinate with the warehouse and vendors to ensure timely delivery of parts and components for field service.

Compliance & Documentation:

o    Ensure compliance with company policies, industry regulations, and health & safety standards.

o    Maintain accurate service records, reports, and customer history files for each service call.

Requirements:

Requirements:

Experience:

Vendor Management:

Service Call Handling:

Technical Skills:

Leadership:

Communication Skills:

Software Skills: