Manager - Service Delivery

Description

Monitor Priority1 Equipment Down cases across India and Neighboring Countries under India Business Unit on everyday basis and ensure faster recovery. Manage Customer Escalations for faster closure of Service-related concerns. Have regular contact with key Customers and Delight them with Proactive service at all their equipment sites.

Responsibilities:

Service Delivery Management

• Key Customer account management (Delight Customers)

• Manage Customer Service Cases with timely update, handle technical escalations for faster closure of P1 equipment down cases.

• Work with cross-function key leaders & suppliers within region and Global team for faster recovery of Down Sites, faster closure of escalated cases and long aging cases.

• Improve Operational KPIs like NPS, MTTR, MTBF for Key Customers

• Manage Spare Parts Availability and Logistics with support of suppliers

• Manage Call Center process to facilitate smooth transfer of Customer call to ECSC/Field Service team

Quality

• Incorporates Elekta Values and responsibilities.

• Adhere to all Elekta directives, policies and procedures

• Represent the organization in a professional and positive manner.

• Uphold Elekta’s philosophy and all policies and procedures by maintaining appropriate controls to assure Full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of our organization

Relevant Knowledge, Skills & Competencies:

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill and/or

ability required:

• 
  Excellent Leadership skills with strong business acumen, customer relationship and people management

• Excellent written and verbal communication skills, Exceptional customer service skills. Be a self-motivated worker, able to interact and communicate well with all at various levels of business.

• Ability to represent the organization in a professional and positive manner. Be able to motivate team and lead by example.

• Working knowledge/understanding of all Elekta products and proficiency in assigned product specialties

• Familiarity/proficiency with the basic Software applications.

• Ability to effectively interact with customers (via phone and face-to-face)

• Excellent Presentation Skills

• Must be willing to travel frequently

• Ability to organize and prepare reports

Education & Experience:

Degree/Diploma in Engineering or associated discipline, MBA preferred

Minimum of 8-10 years of leadership experience through customer management role.