Field Service Manager -Guwahati

India·CalcuttaOn-sitemid

OtherField Service Manager

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area.

Technical Tools

OtherField Service Manager

Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area. This role ensures the optimal functioning and performance of vehicles in the field, supporting both warranty and non-warranty repairs, maintenance, diagnostics, and technical assistance and is responsible for ensuring efficient and timely delivery of maintenance, repairs, and technical support for commercial vehicles at workshops.

Main task	Time (in %)
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	25
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	20
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.	15
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.	15
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.	15
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.	10