Job
Description
Full Time with Top German MNC Service strategy and operations management Develop and implement a comprehensive service strategy that is closely aligned with the company's overall business goals, with a focus on enhancing customer experience (CX), reducing TCO, and prolonging the service life of products Create long-term, medium-term, and short-term service business plans, ensuring seamless alignment with organizational objectives and effectively deploying resources to achieve desired outcomes Plan, budget, and strategically allocate resources, including manpower, tools, and equipment, for field service (FS), ensuring optimal utilization and efficiency in service delivery Drive the achievement of business key performance indicators and other annual service objectives, closely monitoring performance metrics, analyzing data, and implementing targeted strategies to continuously improve service performance Oversee the management of the repair facility, including the implementation of technical modernization initiatives, budgeting, and efficient resource allocation, to enhance repair capabilities and optimize operational efficiency Develop comprehensive plans, schedules, and deployment strategies for service activities across field service (FS), repair centers (R), spare parts (SP), and remote field (RF) service, ensuring timely and high-quality service delivery to customers Lead the development and negotiation of service offers, effectively managing service contracts, and overseeing contract management processes to ensure compliance with contractual obligations and maximize customer satisfaction Digitalization of Service Process and Offerings Product lifecycle management and operations support Implement strategies for management of entire product life cycle, including installation, commissioning, retro fitment, and replacement, while maintaining consistent and meaningful customer connections throughout, ensuring smooth transitions and promptly addressing any customer concerns or issues Promote and drive the adoption of Annual Maintenance Contracts (AMC) and Annual Rate Contract (ARC) among customers, highlighting the benefits of ongoing support and service, engaging with customers to provide comprehensive information, address queries, and facilitate informed decision-making Facilitate training programs for associates, channel partners, and customers to enhance their knowledge and skills related to the product and services, collaborating with stakeholders to develop and deliver tailored training modules, workshops, and webinars Conduct Installation base (iBase) mapping to accurately capture and manage customer information, interactions, and preferences, utilizing the Installation system to maintain a comprehensive database and leverage customer insights for personalized interactions and tailored solutions Streamline and automate processes to simplify and enhance the customer experience, identifying optimization opportunities, leveraging technology solutions, and refining customer touchpoints to improve efficiency and meet customer expectations Implement effective inventory management practices to ensure optimal stock levels and availability of spare parts, collaborating with cross-functional teams to forecast demand, monitor inventory, and establish efficient replenishment processes Develop and execute a comprehensive spare parts stocking strategy with assortment management, analyzing data, customer demand patterns, and market trends to determine the optimal assortment of spare parts, collaborating with suppliers to ensure timely availability while considering cost-effectiveness and quality standards Service excellence and market development Conduct industry benchmarking and analysis to identify market trends, competitor strategies, and best practices, enabling the development of effective service strategies and operational improvements. Represent the Service department in various industry forums, conferences, and customer meetings, showcasing the company's service capabilities, sharing insights, and building strong relationships with key stakeholders. Build and nurture strong relationships with key customers, understanding their unique requirements, proactively addressing their concerns, and providing tailored solutions to enhance customer satisfaction and loyalty. Drive and oversee special service initiatives, involving high financial involvement in decision-making, by conducting feasibility studies, cost-benefit analysis, and risk assessments to ensure successful implementation and achieve desired outcomes. Collaborate with global teams to deploy and localize global service initiatives in the local market, adapting processes, tools, and programs to meet regional requirements while maintaining alignment with global standards. Gather market intelligence and insights, including customer feedback and industry trends, and provide timely and relevant information to the Price department to support the development of competitive local pricing strategies for spare parts, repair services, and other service offerings Continuous expansion of service network Development of Service portfolios based on market demands Service quality and compliance Monitor customer complaints across the organization with defined service level agreements (SLAs) and regularly review them with management and associated departments to ensure prompt resolution and customer satisfaction Ensure timely closure of customer complaints by coordinating with relevant teams, tracking progress, and implementing effective escalation and resolution processes Handle and manage warranty processes, including claim handling, documentation, and coordination with relevant departments to ensure efficient and effective resolution Conduct audits to assess compliance with internal policies, industry regulations, and quality standards, identifying areas for improvement and implementing corrective actions as necessary Drive compliance topics within the organization by promoting awareness, providing training programs, and ensuring adherence to regulatory guidelines and company policies Team leadership and development Lead the team by setting clear performance goals, providing regular feedback, and supporting the professional growth of team members through coaching, mentoring, and training opportunities. Plan and execute comprehensive talent management strategies, including recruitment, onboarding, and development programs, to attract and retain top talent, both within the organization and with Channel Partners who work with the Service team. Implement upskilling and reskilling initiatives to ensure that team members are equipped with the necessary knowledge and skills to effectively support the newest products and solutions Manage service teams by establishing efficient workflow processes, optimizing resource allocation, and monitoring performance metrics to ensure the timely and high-quality delivery of services Promote positive leadership practices by leading by example, encouraging open communication, fostering a culture of trust and empowerment, and recognizing and rewarding team achievements. Handle administrative responsibilities related to team management, such as budgeting, resource planning, and performance tracking, to ensure the smooth operation of the team and alignment with organizational goals. Drive initiatives to enhance the company's Great Place to Work (GPtW) status by implementing employee engagement programs, conducting regular surveys to gather feedback, and implementing action plans to address areas of improvement Qualifications Qualification : B.Tech / B.E. Mechanical (MBA Preferred) Experience : 18 to 22 Years of relevant Experience Functional Competencies In-depth domain knowledge Market insights and understanding Customer relationship management Strategic thinking and strategy development Business acumen Contract management Account management Sales forecasting Service delivery management Customer retention strategies Industrial benchmarking Competitive analysis Analytical skills Pipeline and resource management Team building and management Service Process Improvement Cost analysis and management Behavioral Competencies Leadership skills Communication Customer Focus Relationship Building Problem Solving Strategic Thinking Adaptability and agility Team Management Results Orientation Emotional Intelligence Collaboration Influence and Persuasion Time Management Resilience Innovation
