Field Operations Specialist

We are seeking a highly organized and detail-oriented individual to join our team as a Specialist – Field Operations.

Role Purpose:

• Handling the customers
• Ensure customer satisfaction
• Execution of projects and issue resolution
• Adhering to service SLA and resolutions on time
• Upscaling of existing customers

Responsibilities:

• Planning for installations and service
• Ensure quality work in installation and service
• Ensuring minimum bench time
• Use the bench time for other productive work which will improve the company revenue and image
• Proper coordination with the clients
• To be in regular touch with the existing customers and ensure they are kept excited throughout the year

-Ensure regular visit all the customers as may be required, even without complaints / service

requirements

-Proactive actions to ensure trouble free operation of the platform, sending reports in

identified cases, information to customers in case of down time etc.

-Ensure positive feed back from the customers, 90% of the customers should rate Ecolibrium

high in the CSAT / NPS scores

-Identification of asset CBMs and Use Cases in existing customers to increase the revenue

-Identify additional opportunities for increase in nodes

-Identify competitors on the site and inform to the product team

• CBM, NZC, Sustainability etc. in existing customers to enhance the revenue
• Develop a strong bond with the different teams of the company like supply chain, sales, product etc. to ensure

Role Outline:

• Ownership of the existing customers and get involved in all actions to bring everything to logical conclusions
• Regular meetings with the customers to ascertain smooth operation of the platform
• Regular reports to customers, as many as possible, on the health of the platform as well as reasons for issues
• Discussions with customers to understand their pain points so that solutions can be designed
• Identify the product gaps and report to product teams so that additional revenue generation possible by plugging the gaps
• Keep a watch on the market and competition so that inputs can be given to the product team and management on market developments

Qualification:

• Experience of 5 - 7 years
• Have knowledge of data communication systems / processes and IoT gateways
• Have basic understanding of Energy Management / industrial processes / utility systems
• Have knowledge of software platforms / BMS / Cloud architecture
• Have knowledge of communication networking, establishing connectivity with various gateways, BMS, other platforms etc.