Field Service Manager, who can handle Punjab. Min Experience of 3-5 Years in field
| 1 | Customer Service Strategy & Management: - Contribute to the development and execution of regional customer service strategies and initiatives
- Align service objectives (FRM+3 Hours) with overall business goals and customer satisfaction targets
- Stay informed about industry trends and best practices to enhance service offerings
- Oversee daily operations of the customer service team within the region, including service centres and field support
- Ensure that customer inquiries, complaints, and service requests are addressed promptly and professionally
- Develop and implement service policies and procedures to improve service quality and efficiency
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| 2 | Customer Experience Enhancement: - Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement
- Implement initiatives to enhance the overall customer experience and resolve recurring issues
- Develop and maintain strong relationships with key customers to ensure their needs are met
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| 4 | Service Quality and Compliance: - Ensure that all service operations comply with company standards, industry regulations, and safety guidelines.
- Conduct regular audits and inspections to ensure service quality and adherence to best practices.
- Address and resolve any service quality issues or non-compliance concerns.
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| 5 | Operational Efficiency: - Optimize service processes and workflows to improve efficiency and reduce operational costs.
- Manage service budgets, including labour, parts, and overhead, to ensure cost-effective operations.
- Implement and track key performance indicators (KPIs) to measure and improve service performance.
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| 6 | Problem Resolution and Escalation: - Act as the point of contact for escalated customer issues and complex service problems.
- Collaborate with other departments (e.g., sales, technical support) to resolve issues and implement solutions.
- Ensure timely and effective resolution of customer complaints and service requests.
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| 7 | Reporting and Analysis: - Prepare and present regular reports on service performance, customer feedback, and operational metrics.
- Analyse service data to identify trends, areas for improvement, and opportunities for process enhancements.
- Provide insights and recommendations to senior management based on service performance and customer feedback.
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Diploma or Engineering in Mechanical or Automobile Engineering.