Manager/ Senior Manager Service
- Kone
- 12 - 20 years
- Mumbai
- 4 months ago
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Job Description
KONE India is part of KONE, one of the global leaders in the elevator and escalator industry. KONE has been ranked as one of the most innovative companies in the world. Every day, millions of people globally are using our elevators and escalators in an increasingly urbanizing environment. We want to offer the best People Flow experience to those using our equipment in residential and office buildings, hotels, public transportation sites, hospitals, shopping malls and many special buildings
What we are looking for?
A competent service management professional accountable for managing the scope, schedule and budget of the assigned region. Regional Service Manager mentors and coaches the west region to reach the Maintenance operations targets and objectives. He/she is also responsible for driving the specific business change initiatives, ensuring business benefit realization, and promoting customer centricity and service mindset.
What will you be doing?
1. Customer Relationship
- Responsible for high level of customer satisfaction in the region
- Accountable to drive Customer related initiatives in the Region (Cold call/Transactional Survey, etc)
- Responsible for Compliance to Customer Compliant Management Process (Adoption and Action)
- Direct owner for Strategic accounts in the Region
- Own regional NPI targets
2. Service Sales
- To train and motivate the branch teams to achieve Strategic Targets
- Develop strong relation internally and externally (Customers)
- Should exhibit Service Mind-set throughout the Service Delivery Chain
- Seek Continuous opportunity to improve Productivity of Sales and Operative Team.
- To ensure that Service Sales strategy is implemented in every branch effectively, consistently, and according to established guidelines and budgets.
- Achieve the Renegotiation Price Increase & Conversion MV as per Budget.
- Accountable for LIS Renewals, LIFS Conversions, WFC & AR Management in the Region
- Own Service Repair targets for the region Strategize and identify the opportunity for Improvement.
- Accountable for bridging the gap of Collection Budgeted Vs Actual
- To ensure 100% compliance of all Commercial Processes like Renewal & Conversion, WFC , Collection etc.,
- Accountable for ensuring CRM Discipline and a healthy Score Card in Branches
- Responsible to meet all Service Commercial KPIs are met and effectively adopted
- Responsible for Improving 24/7 CS penetration and retention
- Responsible to adopt digitalization initiatives (Tele Sales, Digital contract etc)
- Coach & train sales team to improve competency levels in close collaboration with L&D and HO support team
- Collaborate closely with Major projects operations, to create more references
- Drive strong organic growth with better conversion rates & competition balance; Support & drive inorganic growth with NKE
3. Service Operations
- Responsible to drive actions to Improve Maintenance Quality
- Ensure to Process Compliance and adoption Cold call, Welcome visit etc
- Responsible to meet all Service Operation related KPIs and effectively adopted
- Responsible for driving a culture of safety and quality
- Ensure Quality Handing over from Installation to Service
- Responsible to take action to reduce Call Out Rate and Sub actions.
- Responsible for controlling Cost - Material consumption, Sub con cost etc
- Ensure actions are in place at field to utilize the resources effectively to maximize the productivity
- Promote digitalization in Service Operation (Digital Sign for SER OR, etc)
- Responsible for maintaining Healthy Sales funnel of SER OR to meet the target.
- Responsible for better Store management to meet the standard
- Accountable to maintain and balance Spare availability and Inventory
- Responsible for 24/7 CS Value Selling to customer for retention.
- Ensure competent persons available at field to execute the Service activities.
- Accountable to identify the need of Service competency and collaborate with L&D team for training delivery.
- Responsible for implementing New Projects related to Service Operation
What do we offer?
- Career progression opportunities within a global organisation
- Total reward elements that engage and motivate our employees and help us make KONE a great place to work
- Comprehensive learning and development programs covering a wide range of professional skills
Job Classification
Industry: Engineering & ConstructionFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: KoneLocation(s): Mumbai
Keyskills: Service Strategy Service Operations Service Management After Sales Support Service Delivery Service Planning Elevators After Sales Service Customer Satisfaction Index
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