Zonal Service Manager (Team Handling Role)

Company Description

Anton Paar develops, produces and distributes highly accurate laboratory instruments and process measuring systems, and provides custom-tailored automation and robotic solutions. It is the world leader in the measurement of density, concentration and CO2 and in the field of rheometry. 

At Anton Paar India, we are responsible for the distribution process, including sales, service, customer and application support, and logistics.

You may visit our website for more information at http://www.anton-paar.com/

Job Description

• First contact person within the team (i.e. customer complaints and objections, customer requests, coordination of appointments, holidays, trainings, etc.).
• Manages a team of Field Service Specialists, develops them, assigns and schedules work, and appraises performance. Ensures an equally team workload and an effective resources planning
• Manages escalated customer situations, escalating to the appropriate personnel as needed.
• Ensures customer satisfaction according to the Corporate Service Standard (CSS).
• Acts as primary technical contact for direct and indirect reports. He is responsible for coaching employees technically through logical troubleshooting processes and responsible for developing their skills.
• Makes different decisions, if applicable, in regards of warranty, goodwill, discounts, loaner equipment, reconstructions, etc.
• Responsible for CRM activities within the team and the processing time and data quality.
• Controls the activities according to specifications of the Service Management (i.e. processing time, orders, and data quality, etc.
• Organizes and leads team meeting and with the Service Management on a regular basis.
• Carries out a yearly Audit / Customer visit together with each service technician of the team.
• Contributes to the personal development by participating in job interviews and hiring processes.
• Contributes to the yearly Contract revenue as per Budget given.
• Ensures that the field staff is properly trained and their skills are continually being advanced through regular evaluations and survey feedback.  Conducts staff training as appropriate.
• Compiles and maintains operational records, such as repair time records, repair and maintenance statistics, and test results.
• Reports product failure trends and/or product weaknesses to the appropriate product groups.
• Coordinates all necessary express operations.

Qualifications

• A proven track record in instrument service for at least 12 - 15 years
• Master’s/ Bachelor’s degree

Additional Information

• Excellent written and verbal communication
• Must have - interpersonal, problem-solving, presentation and organizational skills
• Team handling experience and ability to take responsibility
• High commitment to customer satisfaction
• Willingness for extensive travel as per the work requirement throughout India