Customer satisfaction and retention: Meet or exceed customer satisfaction targets and maintain strong, lasting relationships with key clients.
Service Level Agreement (SLA) management: Ensure all service delivery meets contractual obligations, including response time, resolution time, and quality.
Profitability and revenue growth: Drive the service departments profitability through efficient operations, managing budgets, and identifying upsell opportunities.
Customer feedback implementation: Actively collect and analyse customer feedback to identify and implement areas for service improvement.

Team and people management

Team performance and productivity: Monitor and evaluate the field service teams performance, providing regular feedback, coaching, and training.
Technical and soft skill development: Develop and implement training programs to enhance the technical and customer service skills of technicians.
Resource allocation and scheduling: Ensure the right technicians are assigned to the right tasks based on skills, location, and availability to maximize productivity.
Conflict resolution and support: Provide support and guidance to the team, address concerns, and manage escalations to ensure smooth field operations.

Operational and process efficiency

Service quality and standards: Establish and oversee premium service standards and procedures to ensure consistent, high-quality service delivery.
Data analysis and reporting: Monitor and analyse service metrics like response time, resolution rate, and first-time fix rate to drive continuous improvement.
Process improvement: Proactively identify opportunities to improve field service processes and implement new tools or technologies to enhance efficiency.
Compliance and safety: Ensure all field service activities, particularly those concerning DG sets, comply with safety protocols and regulations.

Strategic leadership

Interdepartmental collaboration: Work with other departments, such as sales and engineering, to develop strategies that achieve business objectives.
Strategic planning: Develop and implement service strategies that align with the companys overall goals and objectives.
Stay updated on industry trends: Keep abreast of advancements in DG technology and field service management best practices to maintain a competitive edge.

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