Service Ops Lead | Scrabble & Jigsaw

Posted on June 27, 2024

Job Description

<table style="border-collapse:collapse; width:654pt; border:none" width="871"> <colgroup> <col style="width:654pt" width="871" /> </colgroup> <tbody> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">a. Service Partner Network  - NSP Engineer Onboarding  & Training  (Refresher Programmes & New Products) </td> </tr> <tr height="41" style="height:31.0pt"> <td class="xl64" height="41" style="border:none; height:31.0pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">b. Define Service Policies & Processes (PWG - Installation, Break-downs & Periodic Maintenance Services). Facilitate info. flow and support between PWS HQ / TC team and PWS India Service Partner</td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">c. Service Parts & Consumables - Demand, Planning & Import/Local Procurement</td> </tr> <tr height="22" style="height:16.5pt"> <td class="xl64" height="22" style="border:none; height:16.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">d. Subscribers'  Service Processes (related to Call Center  Ops, Monthly Billings, Collections, Escalations Management, NPS)  </td> </tr> <tr height="24" style="height:18.0pt"> <td class="xl64" height="24" style="border:none; height:18.0pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">e. Drive  Subscribers or Clients (FPOs, Agricultural Reseach Labs, Direct Users… etc)  Satisfaction levels & Relationship Building</td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">f. Guide NSP Field Repair teams with regards to proprietory technology  (viz. Telemetry Access), engagement with OEM suppliers,  Clients  </td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">g. Audit of ASP Partners, IW Spares Consumption & Replacement Authorizations</td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">h. Co-ordination with PWS Internal Customers (viz. Sales, Marketing, BD, F&A and R&D) </td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">i. Liasioning with key stakeholders internally & externally, training & knowledge transfer amongst them</td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">j. Responsible for managing 3PL, imports and timelines and compliances related to same</td> </tr> <tr height="19" style="height:14.5pt"> <td class="xl64" height="19" style="border:none; height:14.5pt; border-top:none; width:654pt; vertical-align:middle; border-width:0.5pt 1pt 0.5pt 0.5pt; border-style:solid; border-color:windowtext; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">k. Responsible for assembly operations in India, QA,QC, negotations of BOM rates, suppliers line up & management</td> </tr> <tr height="39" style="height:29.5pt"> <td class="xl65" height="39" style="border:none; border-bottom:1pt solid windowtext; height:29.5pt; width:654pt; vertical-align:middle; border-top:none; border-right:1pt solid windowtext; border-left:none; white-space:normal; padding-top:1px; padding-right:1px; padding-left:1px" width="871">Heavy travel across key Geos & rural project sites. Initially an individual role & managing dediacted engineers on partners' rolls. Candidates with prior experience in managing OEM, Assembly ops, Manufacturing & 3PL would be prefered.</td> </tr> </tbody> </table>

Job Description