Service Operations Manager
Service Operations Manager
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Job Description
ZEISS in India
ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions Research Microscopy Solutions Medical Technology Vision Care and Sports & Cine Optics.
ZEISS India has 3 production facilities R&D center Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200 employees and continued investments over 25 years in India ZEISS success story in India is continuing at a rapid pace.
Further information at ZEISS India.
Own and drive the Service Operations vertical for the Medical Division for SSC Indial. To achieve customer delight on ZEISS brand through Service Analytics dashboard & ensuring timely support to the Field Service Teams. Adhere to systems and processes to monitor performance of Regional Teams and delivering seamless service to customer. Ensuring continuous service operational excellence by leveraging service analytics and looking out for ways to ensure high customer delight in rendering service.. Providing periodic reports to the Management and look out for ways and means on improving KPIs.
Service Strategy & Planning
- Drive the Service Operations for Medical service team by providing best in class post-sales support to clients to strengthen the revenue pipeline for the respective region within India.
- Establish the process for customer grievance/issues redressal and guide creation of comprehensive SOPs;
- Identify innovative interventions & Prioritize actions based on specific market trends and customer requirements to drive customer delight through reduced MTTR and increase in FTFR
- Drive industry best practices and best practices from other business units to improve efficiency and effectiveness across the team
- Initiate digital ways of delivering service(ZSS MyZEISS Mira) to customers and ensuring visibility to customer investment.
Service Operations
- Working closely with Regional Service & Technical Leadership Teams to drive Service Operations.
- Lead weekly monthly quarterly and annual service reviews to ensure successful and timely achievement of goals across SSC India.
- Drive preventive / corrective actions for issues / escalations relating to Medical Service; Guide teams on crucial escalations to ensure appropriate resolution of issues
- Drive discipline around usage of support technologies like CRM Mobile X etc. to enable tracking and analysis of service team performance and develop corrective plans to address any gaps
- Lead analysis of key performance metrics like MTTR FTFR Customer Satisfaction NPS service /spare part sales etc. to facilitate data-driven decision making
- Lead periodic reviews with Service Ops Associates / CIC Team members on the effectiveness of team efforts through specific CIC data / Service Operational dash boards to drive ongoing improvements
- Develop technical and functional proficiency within the Service Operations.
- Guide service team to provide timely post-sales services like installation conference service support etc. to drive better customer satisfaction
Stakeholder / Vendor Management
- Develop / maintain excellent professional relationships with Regional Service Technical teams and other internal stake holders and to identify areas of improvement productivity etc.
- Interface with key customers to gauge feedback on ZEISS equipment and analyze and report to the Country Technical Specialists
- Nurture healthy relationships with the Sales team for Service Operations support like demos etc. to drive customer success through ZEISS products
- Drive collaboration between different teams within the Medical division (Application team Sales team etc.) to ensure timely support for service team to effectively resolve customer grievances
- Collaborate with the enabling functions to ensure smooth functioning of the team and adequate support to conduct business
People Management
- Drive the development of Service Operations Associates & CIC Team members to ensure optimal staffing and to improve productivity
- Mentor team members and provide timely feedback to drive robust performance management
- Drive the service teams development by providing them opportunities like stretch goals/projects training coaching etc.
Your ZEISS Recruiting Team:
Sikcha ChhetriRequired Experience:
Manager
Employment Type
Full-Time
