Service Manager-Customer Service Department (Data Center)

Job Description

Role & responsibilities ; Product Domain: Large UPS Systems ~500 KVA, VRLA/Lithium Ion Batteries Customer Domain: Customers of Large Data Centre, Telecom & Industrial application Experience: Service delivery for large Data Centre Customers, Project Execution & management for large Mega-Watt UPS projects Customer Call: 24/7 Service Delivery Management for Customer complaints. Provide real time remote Tech Support. Allocate On-Site activity with Field Technicians, ensuring timely execution & updating of Field activities as per Service Level Agreement (SLA). Installation & Commissioning: Pre-Installation Site audit, site preparation for installation. Installation of Delta supplied equipment, System Commissioning & Integration. Site Acceptance Test (SAT) as Customer agreement format. Project On-Site Execution: Planning & execution of large Installation & commissioning projects or large number of sites across the assigned region. System Modification & upgrades through external Project Vendors maintaining quality, schedule and cost. Service Out-Source Vendor Management: Complete management of external Service Vendors starting from selection, engagement, scope definition, commercial negotiation, contract finalization with legal department. Manage complete cycle of work planning, allocation, execution of work flow. Verification of WCC (work completion certificates), Service Invoice from Vendor, Ensure timely booking of vendor invoice as per the Delta finance rule & guidelines. Service Delivery Management: Preventive Maintenance, Corrective Maintenance in the given Region. Service Inventory Planning & Management: Defining minimum stock level based on parts criticality level, failure trend analysis, new & upcoming installations in the given region well in advance considering request to fulfillment lead time in all the service warehouse under the given region. New requirement quarterly forecasting & interacting with various stages to ensure timely inventory availability. Booking monthly consumption, planning liquidation of ageing inventory. Product Operation Feedback to R&D/ Factory Report product performance, design & quality issues with R&D, Production, Application engineering & ensure timely resolution & execute on-site engineering change (ECN) implementation as per QA. Resource Planning & Skill Development: Resource planning, selection, need based training & development, maintain team productivity, effectiveness & motivation. Training need identification. Also provide training to Customer/ Users as per the requirements. Service Business Development: Achieving service revenue through service contracts (AMC), On-Site Repairing, Installation & Commissioning & value-add products sale like Batteries & services sale. Preferred candidate profile