Lead / Senior Manager Service - Power Product Industry

About Candidate Desired Education, Competencies & Years of experience

Education required:

• Experience in Service process in similar Industry like Nickel Cadmium / Lithium Ion / Lead Acid Battery Industry
• Exposure to the Power products industry is needed Exposure to Industrial and Business processes is key Strong orientation to technical aspects of products
• 10 to 12 Plus experience of working in a service environment is required.
• Exposure to working in multicultural set up is preferred

Principle responsibilities:

• Act as a key interface between customer and internal stakeholders for all After sales Service deliverables
• Responsible for preparing key service KPIs, animating meetings based on KPI outcomes and driving improvement actions
• Responsible for delivering Service-related documentations to customers based on agreed contractual deliverables
• Responsible for building and updating the deliverable list of the project
• Responsible for driving continual improvements in consultation and in coordination with Internal stakeholders - based on Field level product and services performances
• Guarantee the services quality by ensuring compliance with internal procedures and customer quality assurance plan if applicable.
• Develop documentation relevant to the project needs from Service needs & requirements
• Lead customer centric initiatives to improve customer satisfaction index.
• Lead customer centric actions as well as handle Nonconformities on day to day basis
• Proper safety practices and safety training up to date Support our team members and constantly build safety culture
• Strong safety culture to ensure compliance in accordance with practices / governing standards
• Train our customers , internal service team and Third Party service providers Principle networks and interfaces:

External:

• Customers - Across sectors like Infrastructure, utilities ( Power Generation& Transmission, Oil& Gas , Rail OEMs , Rail customers in Public sectors )
• Global & Local (Competence centers of Company in Europe / other countries) Service & Quality Assurance teams
• Global & Local Sales and engineering teams

Internal:

• HSE ( Health Safety & Environment)
• Sales and Marketing team Cross functional teams Engineering, Supplier Quality, Supply chain, Manufacturing teams

Supervisory responsibilities:

• Participate in management routines
• Performance Management Routines Company Operational Excellence systems (SES)
• Manage team of service Engineers Record and plan for prompt response to installation requirements.
• Meet schedules based on Customer Contractual needs & demands
• Lead & supervise commissioning activity/arrange by managing team from within the organization and channel partners (service providers on behalf of Company)
• Drive continuous improvement actions in coordination with Quality and Cross Functional teams
• Handle routine Service or Quality related issues or problems at high standards. Adopt escalation systems as appropriate
• Prepare reports like monthly / weekly as appropriate and based on set processes and standards
• Ensuring daily rhythm for closure of Customer issues comprehensively
• Upkeep of MIS on Claims, data management & presentation preparation for Management Reviews
• Maintain schedules of AMCs (Annual Maintenance Contracts) , Installation & Commissioning visit, timely services and maintain records Update records of commissioning and obtain completion certificate from customer.
• Process Documents that lead to timely realization of receivables in accordance with schedules and support timely cash collection.
• Co-ordination with marketing for commercial activities.