Service Delivery Excellence Leader

Service Delivery Excellence Leader - India

What you will do

• Provides leadership for the overall services delivery and supporting field service team to perform.
• Drives service operation team toward on-time committed service, maintain service level agreement (SLA), service quality.
• Coordination with factory and supply chain for on-time material support and managing service inventory.
• Seeking and analyzing customer feedback to improve service delivery quality, timeliness and correctness to improve CSAT & NPS.
• Monitoring and improving response and resolution time and post-service customer communication to ensure close loop.
• Work closely with regional managers and technical support manager to identify front line service engineer’s training requirement and drive the training plan with learning and development team.
• Coordination with sales for driving on time PSA renewal and timely PPM for PSA contracts.
• Providing deep focus & ownership on overall services delivery and handling 2nd level customer escalation.

How you will do it

• Lead the overall Services business and being accountable for operational (EHS, Quality, On Time Delivery, Cost, Productivity, Net Promotor Score) results.
• Develop and deliver business plans for specific service line opportunities; drive the operationalization of such plans.
• Champion the collaboration with various stakeholders to support overall PSA / Retrofit / L&M / Other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance.
• Own and drive digital service transformation in delivering the services to customers.
• Provide direction and guidance on the implementation of high-impact transition and transformation projects. Act as the change champion.
• Drive consistency of end-to-end service operations across the cluster, and in full alignment with standards, framework, processes and policies set by the APAC Services team.
• Jointly establish and ensure the implementation and execution of strategic growth initiatives in APAC

What we look for

• B.E/B. Tech (Electronics/ IT/ Mechanical/Equivalent) is preferred
• 15 to 20 Years of relevant professional experience of Service operation in Building Automation / HVAC industry.
• Strong Customer connect, Operational & Financial Skills.

Experience Level

Senior Level