Assistant Manager - Service Opeartions

Job Description

Job title:

Assistant Manager Service Center Operations

Department
name:

Service Centers

Location:

India

Job Family

Service Operations

Job number:

Job Summary:

Responsible for overseeing the operations management and assets at Service Centers in India, hiring and supervision of service center & field service employees and assist staff in functioning as a team. Manage a productive, cost-effective, safe, and legal workplace.

Accountabilities:

·       Recognize and take action upon issues related to customer service performance metrics such as safety, quality, on-time delivery, productivity, cost containment, etc.

·       Work collaboratively with peers, team members and employees to model the Tranter Core Values and Leadership Competencies.

·       Manage the development, engagement and retention of the service center & field service staff.  Identify the  skill sets needed for success.  Provide opportunities for training and development.   

·       Help drive the lean enterprise system in Service Center processes

·       Ensure compliance of all HSE (Health, Safety and Environment) and related work instructions and assist implementation of HSE regulations and policies

Principle Duties and Responsibilities:

·       Take responsibility to effectively manage and lead all aspects of a Service Center operations including assist in the development of business plans and strategies for maintaining and growing business in the designated Service Center operations.

·       Develop & implement lean manufacturing / technical service operations, procedures and standards into a model of safety, quality, delivery, productivity, and profitability in the designated Service Centers.

·       Full P& L Responsibility at the designated Service Centers -  includes controlling capital expenditures, minimizing labor overtime, freight, supplies and repair expenses.

·       Monitor the cost and effectiveness of activities to optimize resources, prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.

·       Work collaboratively with Sales, Customer Service, Manufacturing and Production Scheduling to support changing needs of the customer and business.

·       Liaise with sales and technical staff to ensure understanding of customer needs.

·       Manage the designated Service Center & Field Service Operations to ensure proper planning, prioritization, and implementation of service activities to ensure fulfillment of contracts and/or service-level agreements. Maintain and improve productivity and efficiency at the designated Service Centers.

·       Estimate the cost, time, and resources required for installations, upgrades, and other technical services.

·       Manage the designated Service Center & Field Service Operations to prepare work orders and monitor the progress of work to ensure that operations is supporting their teams.

·       Maintain detailed and current knowledge of the company's products and services

·       Ensure the volume of work produced meets product/service standards and exceeds quality standards.

·       Trouble shooting and solution providing to customer as well service team

·       Customer satisfaction for business continuity

·       Help After Sales head in growth of service business by visiting customers as and when reqd

·       Other duties as assigned

Skills/Competencies required:

·       Understand, adopt and model the behavior outlined in the Tranter Core Values

·       Comply with Service Center and Tranter SOP’s

·       Effectively communicate with internal and external business partners, both orally and in writing. English preferred (bi-lingual a plus).

• Excellent prioritization, planning, organization, time management and multitasking skills.

·       LEAN manufacturing

·       Must be proficient in Microsoft Office products like MS office & SharePoint and other related technical software programs

Education, Qualifications and Experience:

·       Degree in Mechanical Engineering

·       Five to seven years of experience

·       Previous experience in a heat exchanger service-related business

·       Knowledge in industrial plant maintenance techniques & procedures