About the role: There are various Business as well as Digital transformation initiatives within Schneider Digital for making it agile as well as best in class. We are looking for North & West India territories Service Delivery leader to make a difference! This role's pivotal responsibility would be to lead Services delivery operations, taking up complete end-to-end ownership of Customer service support, right from Business requirement gathering to delivering the return on experience.
Key KPIs
- EHS & Cyber security
- Zero Field Accident, Perform Service Engineer's Audit,
- Weekly exchange safety information to all FSRs & lead by example
- Consolidate PPE assessment/budget on yearly basis and implementation
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- Ensure sub-contractor engaged by us follows /implement the safety guidelines (sub-contractor safety management)
- Cyber security compliant
- People Management
- Securing Field resources engagement/Utilization/Limit FSR attrition
- High contributor to continuous improvement initiatives/action plan
- Ensure SIM weekly implementation & efficiency & good team communications
- Analyze Team competency gaps, build budget & develop training Plan.
- Coordinate FS Country SIOP process & challenge (pipeline /orders/Sales/ GM)
- Implement flexible contract to ensure optimum service coverage & Monitor under absorption
- Service delivery Operations
- Deploy GFS initiatives, ensure adoption and process compliances
- Lead Generations by FSR to boost service orders/contracts
- Develop FS Lean (SPS, MMR, Value Stream Mapping, organization sizing)
- AO2P country action selection & implementation to drive productivity
- Ensure FSR Daily activity to execute jobs as scheduled & quoted
- Analyze WO deviation forms and deviations between Planned/estimated/ standard hours and Lead action Plan to improve
- Customer Experience
- Drive customer centric & VIP culture within ops team
- Ensure NSS country target level, share feedback & action plan to team
- Ensure FSR Signature: Polite / On time / Branding / Quality level / good communication
- Follow field products quality issues per BU and associated cost
- Follow-up FSR Team Opportunities status with sales/tendering for conversion
- Ensure IB tracking
- Digital Enablement
- Understand & promote Eco-struxure Asset Advisor offer
- BFS Timesheet Adherence 95% / clocking implemented 100% / Daily team connection
- BFS WO Timely validation (Minimize late WO)
- Onsite, FCM & Partner Module fully deployed
- Implement Geolocation & AR glass for remote expertise, ...
- Ensure IB Genius use before FSR dispatch
- Bring new initiatives (IA chatbot, ...)
Qualifications
Desired Skills
- Knowledge of Enterprise Architecture, Engineering drawings
- Customer Problem solving, team management, Customer relationship management
- Risk assessment & Control
- Familiar with latest Digital Trends in Finance & Accounting
- Electrical distribution network & data center design & engineering
- Critical thinking & problem solving
- Crisis/conflict management with partners (Suppliers, distributors & consultants)
Qualifications & Certifications
- Engineering Graduate with 10-15Yrs relevant experience with excellent communication & coordination skills
- Experienced in managing large size team of Technical experts preferably in Industrial Services delivery operation & reporting in highly matrixed organization
- Technically hands-on in LV/MV/Data Center/Critical Power solutions
Schedule: Full-time
Req: 008DQQ