Branch Service Manager

Regional Service Manager

• Set the Goals and KPIs of the Service Engineer
• Monitor the reports of the Service Engineers on a daily basis
• Call back customers post service call to check the quality of service
• Ensure that the all calls are logged and monitor the service calls for the Branch specially ones which are pending for more than 2 days
• Maintain an uptime percentage target of 98% at all the customer sites and 100% for all Type A and B customers
• Analyze on monthly basis Installed Base business for respective branches & take corrective action
• Client allocation to Service Engineers with Regional Service Manager and Regional Manager

Service Management

• Productivity of engineers to be monitored & addressed regularly with reports being discussed with Regional Service Manager and Regional Manager
• Monitor & take corrective action w.r.t. key service quality parameters like Response Time, Breakdown Time & Installation Time & repair/ installation re-visits
• Ensure AMC/ spare quotes are sent to customers for the respective territory through office promptly
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• Analyze defective spares consumption for Warranty/ CAMP printers periodically
• Monitor Active Printer/ Engineer ratio periodically & if required re-work on territory allocation & plan for manpower suitably along with Regional Manager and National Service Manager
• Periodic installation audits to be conducted for chosen key accounts in respective branches
• Ensure that all the Service and Installation SOPs are being followed and there is no deviation
• Minimize the installation time after receipt of confirmation from Sales Department
• First time checks on installation to be monitored & take corrective action.
• Ensure branches adhere to 100% Preventive Maintenance Schedules.
• Evaluate customer feedback w.r.t. quality of service & printer performance & take corrective action.
• Visit regularly all customers with special focus on A & B class customers and build strong rapport with them.
• Ensure spares Inventory is maintained at respective branches & resident locations & do periodic checking.

People Management

• Drive the team for service business & achieve the Qtly & Yearly budgets.
• Ensure the branches return the defective spare part used for warranty/ CAMP printers to factory as per company set timeframe
• Monitor FRA pendency >7 days & take up with respective authorities for getting the issue addressed immediately.
• Monthly review of service teams to be conducted with a one on one meeting with all Service Engineers in person
• Support & co-ordinate with Sales Team for achieving Region Revenue Targets.
• Regular evaluation of engineers technical and commercial capabilities. Identify training needs for respective team members & take appropriate action
• Regularly update team members on technical briefings and service bulletins and ensure that they are trained on all aspects of the products
• Escalate to Regional Service Manager all perennial issues post periodic analysis of breakdown calls and look for resolution of the same.
• Ensure that all appraisals and confirmations are happening regularly
• Handle the grievances of the Service Engineers and resolve them along with Regional Service Manager and HR

General Management

• Optimize service related travel cost.
• 100% compliance to guidelines given by the superiors from time to time
• Ensure SAP implementation at the Branch level
• Undertake frequent upcountry travelling & sometimes even at short notice

Desired QualificationsGeneral Academic

• Excellent Communications Skills
• Have Leadership Capabilities
• Must be good at Customer Management
• Must be good at decision making
• Must be process oriented
• Good People Management Skills
• Should be target oriented

• Should be good in technical trouble shooting
• Technical Sales experience will be an added advantage
• Should have Basic knowledge of Computers
• Experience of working in SAP environment will be added advantage

Work ExperienceManagerialTechnica