Zonal Service Manager - West

Company Description

• First contact person within the team (i.e. customer complaints and objections, customer requests, coordination of appointments, holidays, trainings, etc.).
• Ensures an equally team workload and an effective resources planning. Note: the independent resource planning of each team member remains unaffected.
• Ensures the team members potential at its best possible use and takes into account the interest of the team.
• Coordinates all necessary express operations.
• Makes different decisions, if applicable, in regards of warranty, goodwill, discounts, loaner equipment, reconstructions, etc.
• Responsible for CRM activities within the team and the processing time and data quality.
• Controls the activities according to specifications of the Service Management (i.e. processing time, orders, and data quality, etc.
• Ensures customer satisfaction according to the Corporate Service Standard (CSS).
• Follows up customer feedbacks according to the Anton Paar service guidelines.
• Monitors trainings and equipment within the team and follows up any arrears.
• Organizes and leads team meetings on a regular basis
• Conducts meetings with the Service Management on a regular basis.
• Carries out a yearly Audit / Customer visit together with each service technician of the team.
• Contributes to the yearly Contract revenue as per Budget given.
• Gaining and regularly updating a comprehensive technical knowledge of the assigned products.
• Identifying and transferring leads and sales opportunities to members of the sales team.
• Communicating new service opportunities, special developments, information, or feedback gathered through field activity to appropriate colleagues.
• Ensuring timely and effective communication with customers and colleagues.
• Assist Sales Team in conducting demonstrations, when required.
  

Qualifications

• Master’s/ Bachelor’s degree
  

Additional Information

• Excellent written and verbal communication
• Must have - interpersonal, problem-solving, presentation and organizational skills
• Team handling experience and ability to take responsibility
• High commitment to customer satisfaction
• Willingness for extensive travel as per the work requirement throughout India