Service Ops Lead | Scrabble
Posted on June 27, 2024
Job Description
| a. Service Partner Network - NSP Engineer Onboarding & Training (Refresher Programmes & New Products) |
| 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 |
| c. Service Parts & Consumables - Demand, Planning & Import/Local Procurement |
| d. Subscribers' Service Processes (related to Call Center Ops, Monthly Billings, Collections, Escalations Management, NPS) |
| e. Drive Subscribers or Clients (FPOs, Agricultural Reseach Labs, Direct Users… etc) Satisfaction levels & Relationship Building |
| f. Guide NSP Field Repair teams with regards to proprietory technology (viz. Telemetry Access), engagement with OEM suppliers, Clients |
| g. Audit of ASP Partners, IW Spares Consumption & Replacement Authorizations |
| h. Co-ordination with PWS Internal Customers (viz. Sales, Marketing, BD, F&A and R&D) |
| i. Liasioning with key stakeholders internally & externally, training & knowledge transfer amongst them |
| j. Responsible for managing 3PL, imports and timelines and compliances related to same |
| k. Responsible for assembly operations in India, QA,QC, negotations of BOM rates, suppliers line up & management |
| 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. |