Role : Field Service Manager

Location : Pune

Job Purpose :

To manage and implement the service strategy amongst VIBS customers in the territory allocated and attain high level of customer satisfaction through implementation of Customer engagement programs and retention initiatives through the territory channel partner, whilst complying with agreed budget, timescales and agreed policy guidelines as also with all regulatory norms

Key Result Areas/Accountabilities :

1. Revenue Management :

- Plan implementation of Vodafone service strategies to deliver differentiated services to VBS segment in order to enhance competitive position in the territory and accounts allocated

- Innovate and bring appropriate changes in service delivery depending on market realities and demands

2. Business Development :

- Manage complaints from Customers within an agreed SLA

- Responsible for field service management in the accounts through a channel team of Tele services and field service

- Drive customer retention & comply with customer credit policies

- Engage in formal service reviews with the channel partner and customer forums and provide feedbacks on evolving services needs

- Set goals and targets for the channel partner service teams, in consultation with the Circle Service Manager and will monitor the performance of the teams on a regular basis

- Responsible for service communication for the customers handled in the allocated territory

3. Process management :

- Customer satisfaction score of >75

- Reduction in complaints/sub

- Manage churn at 1.5%

4. People Management :

- Help Deliver service through service team

Core Competencies, Knowledge, Experience Critical Success Factors :

- Knowledge on Telecom technologies & solutions

- Knowledge of customer service and Field Service Management

- Strong operational relation building capabilities both internal and external

- Builds Strategic Relationships & Organizational Agility

- Strong Interpersonal and communication skills

Threshold Functional Competencies :

- Product, Service and Technology Knowledge - Enterprise

- Putting Customer first-Customer centric attitude

- Managing changing environment

- Relationship Building approach

- Service Orientation

- Results driven

Differentiating Functional Competencies :

- Strong Commercial, Analytical & conceptual skills

- Strong Implementation mind set

- Strong service management acumen

Experience :

- Must have handled a team

- A proven track record in customer service management, preferably in a variety of situations so as to be able to draw upon a breadth of experience when making decisions

Service Management Experience :

- Must have technical / professional qualifications - Essential : Graduation

- Desired : full - time post - graduation in business management/MBA

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