Territory Service Manager

Job Summary

The role holder provides technical support to the aftermarket service team while dealing with breakdowns, issues, escalations pertaining to complaints from OFSAC product range. The role holder provides technical inputs on OFSAC products& accessories and diagnostic assessments. The role holder plays pivotal role in addressing unresolved complaints from OFSAC customers on a priority basis to achieve superior customer satisfaction level from this premium segment of customers.

Key Stakeholders and Their Expectations

• Internal
  • Lead - After Market (Tech Support OFSAC)
  • Alignment with strategic goals, ensuring timely technical support.
• Global Support Centre
  • Ensure on time delivery of parts / components
• Aftermarket Service Team
  • Provide assistance and support for technical issues.
• Quality Team
  • Assist in improving product and service quality.
• External
  • Customers
  • Collaborate with field service team to ensure superior service delivery

Defining Result Outcomes

• Providing aftermarket technical support for assigned product segment
• Result Outcomes to achieve expectations: Improved issue resolution and better customer satisfaction through problem-solving and support.
• Training field team on providing technical service
• Result Outcomes to achieve expectations: Well-informed and skilled Sales and Aftermarket team, capable of effectively promoting, supporting, and troubleshooting product related issues through continuous training and product updates.
• Provide support to Aftermarket activities such as inventory, AMCs, FOCs
• Result Outcomes to achieve expectations: Optimized inventory management, efficient spare parts availability and smooth coordination between teams, ensuring seamless operations and customer satisfaction.
• Continuous process improvement
• Result Outcomes to achieve expectations: A clear understanding of compressor breakdowns, enabling targeted improvements and prevention of recurring issues

Defining Enabling Outcomes

• Enabling outcomes to achieve results outcomes: Collate technical inputs from various teams to resolve field issues, support the sales team with technical queries, monitor service centres, and conduct regular technical interactions to address ongoing concerns.
• Enabling outcomes to achieve results outcomes: Impart product knowledge through training programs, introduce new products with details, develop manuals and checklists, conduct on-the-job training for Service Technicians, and keep the Sales and Aftermarket team updated on product changes.
• Enabling outcomes to achieve results outcomes: Analyze sales patterns to forecast inventory, monitor stock levels in warehouses
• Enabling outcomes to achieve results outcomes: Conduct root cause analysis of compressor breakdowns at customer sites, study complaints to identify underlying issues and effectively solve them

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.