Regional Service Manager

Primary purpose of the role

The Regional Service Manager in a Service Department is responsible for overseeing and managing the service operations within a specific region. This role focuses on ensuring that all service activities are efficiently executed to meet customer needs while also driving the achievement of regional revenue targets. The Regional Service Manager coordinates with service teams, optimizes resource allocation, and implements strategies to enhance service delivery, ultimately contributing to the companys overall financial and operational goals.

Major responsibilities :

Service Operations Management

• Ensure smooth execution of service tasks across the region, coordinating with service engineers and support staff.
• Manage the allocation of service engineers and tools, ensuring optimal use of resources.
• Track and analyze service performance metrics, implementing improvements where necessary.
• Ensure all service operations comply with company policies, industry standards, and safety regulations.
• Key Account Management
• Build and maintain strong relationships with key accounts, acting as the primary point of contact.
• Develop and implement tailored service plans for key accounts, ensuring their specific needs are met.
• Oversee the negotiation, renewal, and execution of service contracts for key accounts. Regularly assess and enhance customer satisfaction through feedback and surveys.

Service Revenue Management

• Develop strategies to meet and exceed regional service revenue targets.
• Work with the sales and finance teams to set competitive and profitable pricing for services.
• Identify and implement opportunities for additional revenue generation through upselling, cross-selling, and new service offerings.
• Monitor and report on service revenue performance, providing insights and recommendations for improvement.

ICT and Timely Maintenance

• Develop and oversee the execution of preventive maintenance schedules for customer equipment.
• Ensure the effective use of Information and Communication Technology (ICT) systems to support service operations and maintenance tasks.
• Monitor the timeliness of service deliveries, ensuring maintenance tasks are completed within agreed timelines.
• Maintain accurate records of all service and maintenance activities, using ICT systems to track and report on performance.

Breakdown Management and Technical Solutions

Lead the response to equipment breakdowns, ensuring quick and efficient resolution to minimize downtime.

Provide technical guidance to service engineers in diagnosing and resolving complex issues.

Drive initiatives to increase the first-time fix rate, reducing the need for follow-up visits. Keep customers informed of the status and resolution of their issues, ensuring transparency and satisfaction.

Qualifications and Experience

• Mandatory: MBA Sales & Marketing
• Desired Qualifications: B.E. - Electronics (preferred)/Any Graduate
• Experience: 15+ years