Service Operations Manager

Company Description

Trak N Tell is a leading provider of Telematics systems specializing in satellite tracking, stolen vehicle recovery, predictive engine failures, and more. Utilizing M2M communications and IoT, we offer top-notch devices for monitoring vehicle location and performance.

We are hiring a Service & Operations Manager. This is a full-time position based out of our office in Gurugram (no WFH).

Role Description

• Lead the team of backend field service coordinators, technicians, freelancers & service franchises.
• Daily team work allocation & performance review.
• Training, coaching & mentorship of field service team for qualitative & quantitative output.
• Ensuring timely delivery of services as per company guidelines.
• Ensure that field service technicians are properly equipped with necessary tools, technology, and training.
• Oversee the completion of service reports, documentation, and maintenance records for compliance.
• Development of service network for timely delivery of quality services.
• Ensuring cost effective service delivery in estimated timelines.
• Continuous improvement in service delivery by analysing customer feedback and market trend.
• Well versed in new tools and technology to increase operational effectiveness to enhance the customer experience.

Qualifications

• Bachelor's degree or diploma in electronics or equivalent experience.
• 10+ years of experience in field service management or a similar technical field.
• Proven leadership and team management skills.
• Proficiency in Microsoft excel and PowerPoint to manage the reports and presentations.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Proficiency in service management software and tools.
• Proven knowledge of service operations, customer service, and technical support processes.
• Strong organizational and multitasking abilities.
• Ability to travel to customer sites as needed.