Pixel Digital Systems LLC - Manager - Service Operations - Printing & Imaging Domain

Job Purpose :

To manage hands-on and ensure service delivery to Customers as per SLA / Contract and customer satisfaction with optimum resources and Spare Parts utilization & reduced costs of operation.

Duties and Responsibility :

- Daily management of excellent customer service with minimum resources & cost deployed

- Complete ownership of daily / weekly MIS/ progress status of service team to the Sr. Leadership team.

- Manage the company's fleet of service vehicles efficiently with over 80% deployment of spares from the same.

- Efficient management of spare parts and service engineers.

- Excellent team handling skills proven record of managing large multilevel teams with succession planning.

- Ensure 100% customer satisfaction rate and resolution within 48 hrs.

- Ensure timely & first time fix all the time, maximum service call closures per day

- Oversee and manage Work Control to prioritize and ensure no delays in customer service

- Facilitate timely spare parts purchase based on stock levels and consumption rates

- Upgrade of technical skills & capability (product & SW) to self and the Team in line with technology advancements of products sold

- Implementation of suitable SW solutions to improve Service efficiency, including remote meter reading & supply Alerts

- Ensure high level Customer relationship to obtain continued Service contracts & service revenue

KRAs :

- Handling customer escalations

- Purchase / Inventory planning

- complete SLA handling for Enterprise customers

- Maximum Service efficiency with minimum resources deployment

- CRM - Maximum customer satisfaction with minimum service complaints

Contracts renewal % :

Service Engineers - skill level and productivity

Up-to date Technical (HW & SW) competency - self & Team

Analytical & problem solving capability of self & Team

Experience :

- Engineer with 10 plus years of relevant experience in similar Industry

Qualification / knowledge :

Graduate Engineer :

Up-to date technical knowledge of Equipment & SW for Ricoh/ Xerox/ Konica Minolta/ Sharp/ Toshiba/HP Printers and scanners.

Skills :

- CRM, Team Management,

- Relevant Technology (HW & SW)

- Problem solving

- Business Process & IT Systems- orientation

- MIS / metrics oriented approach towards business with daily/ weekly/ monthly business reporting of SLA's to clients and internal stakeholders.