Support installation, performance trials, PDI, Refits, production improvement programs
Consistently deliver incredible service experience to customers by offering knowledge transfer, consultancy on product, application and addressing customer concerns
Responsible for timely feedback and addressal of technical concerns
Interact with all the Segment Managers to post sales requests for installation supervision, commissioning, and future service requirements with respect to Service and Product Training

Customer Service

Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the teams objectives and part sales goals are met
Responsible to manage Service Operations function through the Service team across entire Area i.e., Service, Spare Parts, Workshop & Product Training
Manage/delegate administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory
Warranty management of the area.

Network Development Service

Establish and grow an efficient service network and build strong customer relations for on-going business growth
Tracking competition products, their technical features, bench marking with our products, their parts pricing and life of parts
Stay up to date on Industry standards for new innovations, materials, tools and/or processes that can benefit the organization.
Develop new and after-sales opportunities through delivering services safely, with quality and in time for long-term sustainable customer satisfaction and business results.

Parts Management

Responsible for parts availability in the area for on time delivery to customers
Responsible for efficient Inventory management with turn rate in line with the organizational goal
Responsible for Warehouse management - stock, warranty parts management

Business Development

Develop new and after-sales opportunities through delivering services safely, with quality and in time for long-term sustainable customer satisfaction and business results.
Generating service revenue by meeting budgeted targets by developing new service procedures and strategies to increase productivity & profitability

Team Management

Optimize Manpower usage - Improving Productivity & Retention
Helping to train new employees on company processes, safety and job responsibilities
Recruit, mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment
Control resources and utilize assets to achieve qualitative and quantitative targets

Other tasks related to Business and Continuous Improvement

Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate reports
Keep ahead of industry s developments and apply best practices to areas of improvement
Ensure completion of activities as per annual plan (such as Operators Training, Customers Meet, and Doorstep Checkup Camps)

All areas of responsibility to be carried out with proper due diligence & integrity
Responsible for all commercial activities of Service & Parts delivery process
To ensure timeline of all tasks / action plans & within given framework
Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the companys adherence to these regulations
Make yearly Service Operational plan and budget covering Service, Spare Parts and Product Training in line with Pan India Service objectives and strategy
Work with Regional Service Manager in identifying problems, mapping/analyzing competition, reviewing procedures, and identifying appropriate mechanisms to improve sales and fuel growth in market share

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