Job Title: National Service Manager - India
Location: New Delhi / Hyderabad
Country: India
Job type: Full Time
Peak Scientific Instruments, a fast–growing company specializing in the manufacture of laboratory gas generators for the life science and biomedical market is looking to recruit a National Service Manager - India for leading all Service Delivery activities for India and South Asia.
We are an award-winning company, with our head office based in Scotland, by Glasgow Airport and have a very strong reputation in the marketplace. Our current turnover is £80M, with plans to grow significantly over the next few years. We export 90% of our sales to approximately 126 countries and have several global offices including USA, China, South Africa, India, Brazil, Singapore, Mexico and Australia.
The Role
National Service Manager will be a key member of India leadership team, responsible for driving the mission of highest level of customer satisfaction through first class service and technical support for our customers, OEM’s, distributors and internal staff.
This position has the direct ownership of managing Technical support center, Regional Service Managers & Field Service Engineers to ensure efficient operations in pursuit of exceptional customer experience and team management. Coach, and lead direct reports towards high performance, productivity and quality in service delivery.
Position demands Defining & developing strategies, assist other support functions, implement Service policies and develop an efficient Service support structure for the customers in the region. Assist Commercial Business growth through building service as a differentiator for a clear competitive advantage within the gas generator Industry.
A combination of experience in client management & service delivery and leading a functional or regional teams would make you the ideal fit for this role.
Responsibilities:
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Devise and execute service functional mission for the region, including long term and short-term plans, geared toward operational excellence, client delight and service revenue growth.
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Sustain and Improve the overall Service performance metric viz. Response time, first time fix rate, OTIF, Repeat visit, escalation timeframe etc with eye on managing or reducing cost of operation.
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Identify initiatives that improve service efficiency (first time fix right, right service inventory levels, disciplined call logging and closure, leveraging the escalation process) and productivity (tracking and reducing repeat visits) to increase client and stakeholder impact and engagement.
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Analyse & Resolve service issues and escalation and if required, be with Team and customer / OEM in resolving them timely
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Must provide all necessary support and tools to service team for executing service jobs timely and efficiently.
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Drive service compliance policies in India and ensure adherence to established global and local documentation requirements of service delivery department.
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Establish and train Channel Partner service teams in Sri Lanka, Nepal and Bangladesh.
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Drive the technical support centre to provide prompt tech support, customer communication and engineer availability for service requirements in Field.
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Drive effective people management processes - Talent selection, deployment, development & coaching, performance management, succession planning and recognition to create a high performance, highly motivated customer, and business-centric future ready service team.
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To gather voice of customers, key accounts and feedback from OEM’s on the quality of service support and help identify areas of improvement.
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Stock usage data analysis: - Analysis of Components used under CSP and warranty and report for any trend and take actions for stock updation accordingly.
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Liaison with other Peak departments (sales, marketing, logistics, engineering and production) to ensure a high level of communication and co-operation for all aspects of customer support.
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Inform management of all serious customer complaints and escalations that take in excess of 48 hours to resolve.
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Provide a monthly report of all departmental issues, product problems and customer complaints.
Team Management
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Guide& coach regional service managers on leading field service engineering talent
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Proactively manage and monitor individual and team performance to ensure work objectives and standards are achieved and formally address sub-standard performance quickly and constructively, in line with Company procedures.
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Motivate and encourage your team to realise their full potential and objectives.
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Undertake an Annual Performance Development Review and interim reviews for the team ensuring regular review of goals and objectives.
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Ensure all unauthorised/unplanned absences are effectively managed.
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Actively seek to develop the skills and capabilities of the team and that any skills gaps are identified.
Education and Experience:
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Diploma / Bachelor’s degree in Engineering / Instrumentation with 12+ years of experience covering service delivery roles for atleast 5-6 years
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Must have at least 5+ years or more of team management experience
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Must have experience of understanding and managing customers at Pan India level
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High customer focus and ability to manage customer relationship through delivering world class service by driving global metrics.
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Strong communication skills (written and oral) and ability to effectively communicate & present information to stakeholders at all levels within the organization or with customers
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Technical capacity to learn about Peak Scientific’s core product and customer base in India
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Must have the ability to review and convey complex technical ideas and information clearly and effectively with the team as well as local and global business leaders
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Outstanding organizational skills, has experience of working in cross-functional teams
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A talent scout with the ability to spot, hire, motivate, retain & grow high-performing teams
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Experience of keeping up to date in technical processes and applications and must be able to use this information for guiding strategic directions and right deployment of resources
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Commercially driven and able to undertake general management duties in the region
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Resilience, remains effective in the face of pressure, ability to delegate as well as taking control basis situation
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Experience within ERP / CRM systems an advantage (or any other service CRM tool)
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Expectation to travel within India & overseas as and when required.