IN_Bosch Rexroth India_Deputy General Manager / General Manager_Service

Service strategy and operations management

            Develop and implement a comprehensive service strategy that is closely aligned with the companys overall business goals with a focus on enhancing customer experience (CX) reducing TCO and prolonging the service life of products

            Create long-term medium-term and short-term service business plans ensuring seamless alignment with organizational objectives and effectively deploying resources to achieve desired outcomes

            Plan budget and strategically allocate resources including manpower tools and equipment for field service (FS) ensuring optimal utilization and efficiency in service delivery

            Drive the achievement of business key performance indicators and other annual service objectives closely monitoring performance metrics analyzing data and implementing targeted strategies to continuously improve service performance

            Oversee the management of the repair facility including the implementation of technical modernization initiatives budgeting and efficient resource allocation to enhance repair capabilities and optimize operational efficiency

            Develop comprehensive plans schedules and deployment strategies for service activities across field service (FS) repair centers (R) spare parts (SP) and remote field (RF) service ensuring timely and high-quality service delivery to customers

            Lead the development and negotiation of service offers effectively managing service contracts and overseeing contract management processes to ensure compliance with contractual obligations and maximize customer satisfaction

            Digitalization of Service Process and Offerings

Product lifecycle management and operations support

            Implement strategies for management of entire product life cycle including installation commissioning retro fitment and replacement while maintaining consistent and meaningful customer connections throughout ensuring smooth transitions and promptly addressing any customer concerns or issues

            Promote and drive the adoption of Annual Maintenance Contracts (AMC) and Annual Rate Contract (ARC) among customers highlighting the benefits of ongoing support and service engaging with customers to provide comprehensive information address queries and facilitate informed decision-making

            Facilitate training programs for associates channel partners and customers to enhance their knowledge and skills related to the product and services collaborating with stakeholders to develop and deliver tailored training modules workshops and webinars

            Conduct Installation base (iBase) mapping to accurately capture and manage customer information interactions and preferences utilizing the Installation system to maintain a comprehensive database and leverage customer insights for personalized interactions and tailored solutions

            Streamline and automate processes to simplify and enhance the customer experience identifying optimization opportunities leveraging technology solutions and refining customer touchpoints to improve efficiency and meet customer expectations

            Implement effective inventory management practices to ensure optimal stock levels and availability of spare parts collaborating with cross-functional teams to forecast demand monitor inventory and establish efficient replenishment processes

            Develop and execute a comprehensive spare parts stocking strategy with assortment management analyzing data customer demand patterns and market trends to determine the optimal assortment of spare parts collaborating with suppliers to ensure timely availability while considering cost-effectiveness and quality standards

Service excellence and market development

            Conduct industry benchmarking and analysis to identify market trends competitor strategies and best practices enabling the development of effective service strategies and operational improvements.

            Represent the Service department in various industry forums conferences and customer meetings showcasing the companys service capabilities sharing insights and building strong relationships with key stakeholders.

            Build and nurture strong relationships with key customers understanding their unique requirements proactively addressing their concerns and providing tailored solutions to enhance customer satisfaction and loyalty.

            Drive and oversee special service initiatives involving high financial involvement in decision-making by conducting feasibility studies cost-benefit analysis and risk assessments to ensure successful implementation and achieve desired outcomes.

            Collaborate with global teams to deploy and localize global service initiatives in the local market adapting processes tools and programs to meet regional requirements while maintaining alignment with global standards.

            Gather market intelligence and insights including customer feedback and industry trends and provide timely and relevant information to the Price department to support the development of competitive local pricing strategies for spare parts repair services and other service offerings

            Continuous expansion of service network

            Development of Service portfolios based on market demands

Service quality and compliance

            Monitor customer complaints across the organization with defined service level agreements (SLAs) and regularly review them with management and associated departments to ensure prompt resolution and customer satisfaction

            Ensure timely closure of customer complaints by coordinating with relevant teams tracking progress and implementing effective escalation and resolution processes

            Handle and manage warranty processes including claim handling documentation and coordination with relevant departments to ensure efficient and effective resolution

            Conduct audits to assess compliance with internal policies industry regulations and quality standards identifying areas for improvement and implementing corrective actions as necessary

            Drive compliance topics within the organization by promoting awareness providing training programs and ensuring adherence to regulatory guidelines and company policies

Team leadership and development

            Lead the team by setting clear performance goals providing regular feedback and supporting the professional growth of team members through coaching mentoring and training opportunities.

            Plan and execute comprehensive talent management strategies including recruitment onboarding and development programs to attract and retain top talent both within the organization and with Channel Partners who work with the Bosch Rexroth (India) Service team.

            Implement upskilling and reskilling initiatives to ensure that team members are equipped with the necessary knowledge and skills to effectively support the newest products and solutions

            Manage service teams by establishing efficient workflow processes optimizing resource allocation and monitoring performance metrics to ensure the timely and high-quality delivery of services

            Promote positive leadership practices by leading by example encouraging open communication fostering a culture of trust and empowerment and recognizing and rewarding team achievements.

            Handle administrative responsibilities related to team management such as budgeting resource planning and performance tracking to ensure the smooth operation of the team and alignment with organizational goals.

            Drive initiatives to enhance the companys Great Place to Work (GPtW) status by implementing employee engagement programs conducting regular surveys to gather feedback and implementing action plans to address areas of improvement

Qualifications :

Qualification : / B.E. Mechanical (MBA Preferred)

Experience : 18 to 22 Years of relevant Experience

Functional Competencies

• In-depth domain knowledge
•  Market insights and understanding
•  Customer relationship management
•  Strategic thinking and strategy development
• Business acumen
• Contract management
• Account management
• Sales forecasting
• Service delivery management
• Customer retention strategies
• Industrial benchmarking
• Competitive analysis
•  Analytical skills
• Pipeline and resource management
• Team building and management
• Service Process Improvement
• Cost analysis and management

Behavioral Competencies

• Leadership skills
•  Communication
• Customer Focus
• Relationship Building
• Problem Solving
• Strategic Thinking
• Adaptability and agility
• Team Management
• Results Orientation
• Emotional Intelligence
• Collaboration
• Influence and Persuasion
• Time Management
• Resilience
•  Innovation

Remote Work :

No

Employment Type :

Full-time