About this role
Responsibilities and Duties:
Business Contribution
Support achievement of annual service contract revenue targets.Drive process improvements to enhance efficiency and service delivery outcomes.Team Leadership & Management
Lead, mentor, and manage a team of Field ServiceAllocate work, ensure balanced workload distribution, and monitor performance.Conduct performance evaluations and support employee development initiatives.Participate in recruitment and hiring processes.Customer Service & Experience
Act as the first point of contact for customer concerns, complaints, and service requests.Manage and resolve escalated customer issues effectively.Ensure high levels of customer satisfaction in line with corporate service standards.Conduct regular customer visits and audits with service team members.Operational Excellence
Oversee service operations, ensuring timely execution and adherence to quality standards.Monitor CRM activities, ensuring data accuracy and efficient processing timelines.Maintain operational records, including repair data, maintenance statistics, and service reports.Coordinate express and critical service operations as required.Technical & Process Oversight
Serve as the primary technical escalation point for the team.Guide team members through troubleshooting and technical problem-solving.Identify product issues and communicate trends or weaknesses to relevant teams.Make decisions related to warranties, goodwill adjustments, discounts, and service exceptions.Training & Development
Ensure continuous skill development of field staff through training and evaluations.Organize regular team meetings and knowledge-sharing sessions.Promote a culture of continuous improvement and learning Required Skills and Abilities:
Strong verbal and written communication skills with the ability to engage diverse stakeholders.Excellent interpersonal, problem-solving, and organizational abilities.Strong leadership skills with a proven ability to manage and motivate teams.Customer-focused approach with a commitment to service excellence.Ability to work in a structured, solution-oriented manner.Willingness to travel extensively across India as per business requirements Innovation & Excellence: Work at the forefront of technology, innovation and technical excellence.Culture of Trust & Ownership: An empowering environment that values collaboration, accountability and individual contribution.Learning & Development: Strong onboarding, continuous learning and opportunities for professional and personal growth.Global Exposure: Collaborate with international teams and gain exposure to global expertise, standards and best practices.A Global Career: Be part of a growing, globally respected high-technology organization with long-term career opportunities.Meaningful Impact: Make a difference through innovative solutions that create value for customers and industries worldwide.