Head of Service Branch – North India

Responsibilities:-

• Leads, directs and supervises the operations of Service Branch in defined geography/ location for SFT – Separation BU.
• Owns the responsibility of achieving budgeted sales & profitability.
• Keeps a control on costs for the Service Branch.
• Maintain and work towards growth of sales for spare parts, service, maintenance contract repairs and Service products.
• Recruit, train, develop and retain the human capital to support Service Branch function.
• Ensures motivation, growth, engagement and work life balance for the Service team
• Assigns, coordinates and executes customer service requests within the acceptable timeframe.
• Responds to customer complaints and feedback, provides end to end closure to customer issues.
• Escalates technical, commercial and logistics problems to respective stakeholders and seek resolution.
• Maintains and updates record of visits, reports and technical documentation of projects / equipment and installed base.
• Coordinates and communicates with back office, sales, finance and HR for support in respective areas.
• Maintains healthy network with other Service Branch/es and shares best practices and supports them with competent resources in case of requirement.
• Leads the Service Branch operation for SFT – BU Separation, cascading the GEA Goals and Vision to the respective Service team.
• Ensures Customer satisfaction for continuity of business, repeat business and new business avenues.
• Reviews systems and processes and supports on their improvement.
• Embraces organizational changes and motivates the team on adapting to the same.
• Promotes digitization and excellence in service function with enhanced tools and technology
• Growth in revenue and profitability for assigned location/geography.

Qualifications: