Service Operations for Service Department Team - Manager
Genpact
5 - 10 years
Noida
Posted: 11/20/2024
Job Description
Responsibilities
Delivering exceptional level of service to our customers involving several key responsibilities that include:
Manage the Team of 10-15 resources for Customer Care Service department and manage customer requirements for our client as required and work with internal resources to ensure a high level of customer satisfaction
The team will be responsible for resolving the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests
Handle high priority and escalated requests for the team. Identify customer problems, and resolve customer issues
Monitor team performance and perform quality check, train, coach, develop knowledge repositories that will help the team resolve inquiries and service request in an efficient manner
Monitor work, perform quality checks and provide timely feedback on soft skills, service request handling and ability to resolve issues within agreed service levels
Identify barriers to excellent performance and work to address these, either independently or with the support of other collaborators
Act as a local link between local, internal stakeholders and other internal stakeholders
Drive SLA adherence, conduct daily team huddles and support as first point of escalation. Should be responsible for participating in client governance calls and preparing data / presentations for the same
Have an awareness/understanding of, and consistently seek to improve, the important metric targets
Measure and improve efficiency and effectiveness of operational processes, build the sound agenda of the process improvements, and set standards for deployments at scale, infrastructure reliability, security
Perform monthly operational reporting to leadership (KPIs)
Responsible for associate hiring, onboarding and training, coaching through buddying and one-to-one support
Carry out ongoing performance reviews and address excellent/poor performance as appropriate
Execute efficient planning and dispatching of work orders, ensuring tasks prioritization by finding opportunities for combining open work orders to maximize efficiency of field service engineers based on specific criteria
Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations
Support business objectives; deliver high level of service & performance
Demonstrates and communicates to FSEs and internal production, procurement, and supply chain
About Company
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.
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