Establish and deliver the regional Service strategy in line with the Area Service strategy.
Manage Service throughout the region
Plan, evolve aggressive Service drives/camps for up-selling & cross-selling of high-end service plans, retrofit proposals and Value Added Offers.
Business Acquisition & Expansion
Identification and recommendation for service acquisitions.
Capturing & retaining existing,past clients and clients of competition
Properly use all Service processes & attributes to maintain the customer base.
Plan for manpower & infrastructure
Train the Service Team, monitor their performance with emphasis on Service sales, collection, trouble shooting, escalation practices & other key solutions / systems modules.
Identify, Nurture & grow 'Champions' in the Region for each product / solution application.
Design, install, validate & institutionalize proper mechanism involving Tele-contacts, written communications, Data based feedback and specialized field visits for assessing Customer satisfaction levels and also measure effectiveness of Service delivery mechanisms & processes.
Maintain the Customer Satisfaction target to >95% in Audits conducted by External Agency.
Conduct internal Audit to monitor & control systems / products / solutions & Service processes all over the geography, periodically.
Design, evolve, implement & Drive Customer Delight & Customer Loyalty Programmes
Quality Management & MIS
Audit, monitor & control across all systems / products / solutions the Service processes all over the geography.
Maintain and generate MIS for the Region by implementing a successful data management and systems procedure
Conduct Site Audit for Quality of work, Customer Management & Revenue focus.