Service Operations Manager
- Bangalore, Karnataka
- Permanent
- Full-time
- 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.
- 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
- 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
- Mentor team members and provide timely feedback to drive robust performance management
- Drive the service team’s development by providing them opportunities like stretch goals/projects, training, coaching, etc.