Regional Service Manager - Kolkata

Regional Service head for East/ Service Managers of Kolkata, Jharkhand and Guwahati

Job Responsibilities:

• Set the Goals and KPIs of the Branch Service Managers & Regional Service Team
• Ensure that all calls are logged and monitor the service calls for the Region specially ones which are pending for more than 2 days
• Maintain an uptime percentage target of 98% at the branch level and 100% for all Type A and B customers
• Client allocation to Service Engineers with Regional Manager and National Service Manager. Drive the proactive culture of service in the region by conducting a root cause analysis of break down calls and reduce repeat problems.
• Keeping track of AMC/ Spares Quotes being sent to customers. Check the promptness of sending the quotes and its closures.
• Reviewing Installed Base business for respective branches & take corrective action on monthly basis.

Service Management

• Productivity of engineers and the Branch Service Managers to be monitored & addressed regularly with reports being discussed with Regional Manager
• Monitor & take corrective action w.r.t. key service quality parameters like Response Time, Breakdown Time, Installation Time & Repair, & Installation re-visits
• Periodically analyze defective spares consumption for Warranty/ CAMP printers
• Monitor Active Printer/ Engineer ratio. If required re-work on territory allocation & plan for manpower requirement along with Regional Manager and National Service Manager
• 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.
• Escalate to National Technical Manager all perennial issues post periodic analysis of breakdown calls and look for permanent resolution of the same.
• Visit regularly all customers with special focus on key customers and build strong rapport with them.
• Keep a track of spares Inventory 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 in person
• Support & co-ordinate with Sales Team for achieving Region Revenue Targets.
• Regularly evaluate service engineers technical and commercial capabilities. Identify training needs & take appropriate action
• Ensuring team members are regularly updated on technical briefings, service bulletins and on all aspects of the products
• Ensure that all appraisals and confirmations of team members are happening regularly
• Handle the grievances of team members along with Regional Manager and HR

General Management

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

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