DGM/GM/Head - Drones Services

DGM/GM/Head - Drones Service

Job Purpose:

Ensure customer delight and retention by providing systematic drone service (service/repairs/maintenance). Runs an efficient and profitable service business through productive staffing, cost controls, achievement of objectives, and maintenance of all service records.

Qualification & Knowledge:

- BE/ME - Mechanical / Mechatronics / ECE / Aeronautical/ Avionics

- MBA - Service/Mktg/Operations Management

- Certification in Service Management

Experience:

- Experience in Service Management with minimum 5+ Years at Head/Leadership level in automotive/ electronics / durable goods / Aerospace

- Well-versed in Management of Service - Strategic & Operations.

Attributes:

- Leadership abilities, Business & Financial Acumen, Customer & Service orientation,

- Team building, Marketing skills, Analytical & Critical thinking, Decision-making and time management.

Key Responsibilities:

- Forecasts objectives for the service business and strives to achieve top line & bottom line targets. Prepares and administers an annual operating budget for the service vertical.

- Hires, trains, motivates, counsels and monitors the performance of all service employees.

- Establish service centers or service partners and ensure service delivery in line with the standard guidelines.

- Develops & implements a marketing plan which promotes new and repeat service business.

- Understands, keeps abreast of and complies with applicable Govt. regulations that affect service operations.

- Understands and ensures compliance with manufacturer warranty and policy procedures.

- Facilitates and/or conducts technical training to employees and customer as applicable.

- Monitors and follows up on parts orders with the parts manager to ensure availability.

- Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

- Establishes and maintains good working relationships with customers to encourage repeat and referral business. Provide service meeting warranty / terms & conditions of sales.

- Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.

- Collaborate with and provide insights to Manufacturing, technical and R&D departments for continual product development/improvements.

- Put systems in place to handles customer complaints immediately and according to dealership's guidelines.

- Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.

- Creating MIS reports and reporting as per Business requirements

- Value System: Ensure entire operations align with the company's core values, culture and Governance systems.