General Manager - Services

Job Title: GM TruServices

Job Function: Services (PAN India role)

Sales and the delivery of Service products and processes Reporting to AD- TruServices

Job Purpose:

• Work towards customer satisfaction (NPS score and OSAT) pan India basis, in line with Company group guidelines for a continuous alignment with customer expectations in terms of machine utility and availability and create a high level of contribution towards machine selling.

Primary Responsibility:

• Lead the technical service and the spare and logistics team within TruServices in the region to manage and enhance customer experience. Be a Role model for the team by leading with action. Work towards OD (organizational development) to support the functional demand. Formulate, implement, and execute the processes within the function.
• Ensure proper organizational structure, systems, processes, policies and competencies in order to achieve TIN objectives as mentioned in TIN strategy.

Specific Responsibilities:

• Co-ordinate and implement TIN Technical services strategy for improved customer satisfaction.
• Visit customers on a frequent basis to listen to them, build relationships and resolve the issues bothering customers regarding Company machines and should be ready for extensive travel of around 2 weeks in a month.
• Responsible for the financial planning for services, target setting and performance evaluation for the team members.
• Interact with all the contact persons within technical services organization at Germany and other places to support the technical service offer for Indian customers.
• Provide management support to reporting team, by helping them with alternatives and supporting them to be more customer oriented.
• Be responsible for TruServices, service review and process customer survey for, NPS+, Strategic Customer survey within technical services.
• Implement necessary platforms for a continuous flow of information between TruServices and sales for a more cohesive organization.
• Analysing and supporting repeat business from existing customers based on outstanding service track record especially Premium customers.
• Responsible for all the managements reports from service department, time and quality.
• Work on the behavioural development of service organization in India to create a robust and customer friendly organization.
• Support competence building initiatives for the peoples development.
• Responsible for debtors management within technical services.
• He/she owns MIS for Technical Services including the spares and Logistics function.