The Senior Field Service Manager will oversee the entire field service department, including strategic direction, business development, client relationship handling, and comprehensive team leadership across multiple regions.
Key Responsibilities
Strategic Leadership & Planning
Develop and implement overall field service strategy in alignment with business objectives.
Define KPIs, track team performance, and implement corrective actions.
Identify opportunities for service innovation, process optimization, and technology adoption.
Client Communication & Relationship Management
Serve as the escalation point for critical client service issues, ensuring timely resolution.
Build and maintain strong relationships with key clients.
Communicate service updates, potential issues, and solutions proactively.
Conduct client meetings and gather feedback to enhance service delivery.
Field Service Operations Management
Develop workflows for service delivery, installation, maintenance, and repairs.
Ensure adherence to SLAs and quality standards.
Manage utilization of field service tools, equipment, and technologies.
Ensure compliance with safety regulations and company policies.
Team Leadership & Development
Lead a team of Field Service Engineers, setting clear expectations and conducting reviews.
Provide coaching, feedback, and identify training needs.
Drive a culture of accountability and performance.
Financial & Performance Management
Manage the field service budget effectively.
Track and analyze service costs to identify improvements.
Prepare reports on KPIs, client satisfaction, and operational efficiency.
Support financial forecasts related to service operations.
Other Responsibilities
Collaborate with Sales, Delivery, Finance, and HR for seamless service delivery.
Participate in cross-functional initiatives to improve customer experience.
Stay updated on industry best practices, technologies, and regulations.
Handle any additional responsibilities assigned by management.
Qualifications
Bachelor's degree in Engineering (Electrical, Mechanical, Electronics, or related). Master's degree is a plus.
Location: Bangalore
Travel: 70-90% (including short notice travel).
8+ years of experience in field service operations with at least 3 years in a leadership role.
Proven track record of implementing successful field service strategies.
Strong communication, interpersonal, and leadership skills.
Technical aptitude and understanding of relevant technologies.
Strong problem-solving and decision-making ability.
Proficiency with CRM and field service management software.
Knowledge of Indian regulations and business practices.
Willingness to travel extensively.
Competencies
Client service & relationship building
Analytical and problem-solving ability
Customer and people management
Efficiency and adaptability
Behavioral Competencies
Strong communication skills
Team management
Positive working attitude
Package is open for these role!
Mail profile to hr@qcentro.com
Job Types: Full-time, Permanent
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