Branch Service Manager

Job Description

Job Description: Branch Service Manager 1. Goals Setting & KPI/KRA: Set the goals and KPIs for the Service Engineers. Monitor the daily reports of Service Engineers to ensure all service calls are logged and pending issues (especially those pending for more than 2 days) are addressed. Maintain an uptime target of 98% for customer sites, and 100% for Type A and B customers. Analyze and take corrective actions on Installed Base business for the branch on a monthly basis. Allocate clients to Service Engineers in coordination with the Regional Service Manager and Regional Manager. 2. Service Management: Monitor the productivity of Service Engineers and address issues regularly. Take corrective actions on key service quality parameters such as Response Time, Breakdown Time, Installation Time, and re-visits for repairs/installation. Ensure that AMC/spare quotes are sent to customers in the respective territory promptly. Analyze defective spares consumption for warranty/CAMP printers periodically. Monitor the Active Printer/Engineer ratio periodically and adjust territory allocations and manpower as needed in coordination with the Regional Service Manager. Conduct periodic installation audits for key accounts and ensure compliance with Service and Installation SOPs. Minimize installation time post-sales confirmation. Ensure 100% adherence to preventive maintenance schedules. Evaluate customer feedback regarding service quality and printer performance, and take corrective actions. Build strong relationships with 'A' and 'B' class customers by regularly visiting them. Ensure proper inventory management for spares at the branch and resident locations. 3. People Management: Drive the service team to achieve quarterly and yearly budgets. Ensure defective spare parts are returned to the factory within the required timeframe. Monitor and address any pending FRA issues. Conduct monthly reviews and one-on-one meetings with Service Engineers. Collaborate with the Sales team to achieve regional revenue targets. Evaluate engineers' technical and commercial capabilities regularly and identify training needs. Ensure engineers are regularly updated on product technicalities and service bulletins. Escalate recurring issues to the Regional Service Manager for resolution. Resolve any grievances of Service Engineers in collaboration with HR. Ensure regular appraisals and confirmations for the service team. 4. General Management: Optimize service-related travel costs. Ensure 100% compliance with guidelines and directives from superiors. Oversee the implementation of SAP at the branch level. Be willing to travel frequently and at short notice. Desired Qualifications: General Academic: Educational Qualification : B.E. in Electrical Engineering (or similar). Work Experience: Managerial Experience : 3 to 5 years in a managerial role. Technical Experience : 8 years of technical experience in a service or related field. Industry Experience : Preferably from Printing/Industrial Products/Office Automation. Age: Age Range : 34 to 40 years. Skills: Behavioral Skills : Excellent communication skills. Leadership capabilities. Strong customer management skills. Decision-making skills. Process-oriented. Good people management and mentoring abilities. Target-oriented and goal-focused. Professional Skills : Strong technical troubleshooting abilities. Technical sales experience (preferred). Basic knowledge of computers. Experience working in an SAP environment (preferred). Other Attributes: Positive attitude and a pleasing personality. Ability to work under pressure and manage multiple tasks effectively.