Regional Parts and Service Manager - Delhi

JOB DESCRIPTION

Are you in for a big challenge, like contributing to the success of new global company? Epiroc is a leading global productivity partner to the mining, infrastructure, and natural resources industries. Epiroc stands for innovation, commitment, and collaboration, which is the speed to market & industry leadership; the passion to help customers succeed and a close partnership for deep understanding of the needs. We clearly aim to be our customers’ first choice.

Position: Regional Parts and Service Manager (RPSM)

Location: Delhi

Roles & Responsibilities:

Be a single point of contact for all aftermarket activities for the assigned region.

• Responsible for mentoring the Service Team and instil a vibrant team spirit.
• Safety as a priority in all activities and knowledge on mines safety regulatory
• Responsible for mapping & managing the Installed fleet in the region. Should have good control on Territory management through own Service team as well of Channel Partners.
• Responsible for increasing PSD Revenues through promotion of different aftermarket products to customers either directly or through Channel partners.
• Organise Service Camps & Roadshows to enhance service and brand visibility.
• Retain existing customer loyalties and improve NPS Score. Special focus on Key customers’ satisfaction in the region
• Setting up Business Partners targets for parts and service revenues. Track Business Partners performance to ensure that they are supporting Customers as per the guidelines set out by our organisation.
• Support recruitment and training of Business Partner Service personnel thereby improving overall competency in services offered.
• Support Business Partner with suggested stocking guides as per fleet condition.
• Support in promotion and execution of Service Agreements. Achieving the KPI
• Forward customer feedback and any leads on new equipment requirements to Marketing Team
• Should have a good coordination skill with Regional Manager & Head Office supporting teams for quotation, order placement, material arrangement, invoicing and dispatch of Parts.
• Responsible for timely collection of payments from Customers & Channel Partners.
• Responsible for Service cost control, track utilization and ensure more than 95% efficiency on labour hours booking is achieved. Increase value added service and provide proper technical support.
• Responsible for monitoring, managing and timely resolving customer complaints. Proper documenting of Complaints with mean time to restore is maintained as per group guidelines.
• Responsible for Competence development of service engineers and Partner Service team.
• To have a control on TCO on capital Equipment across the division in essence of customer’s delight and to  remain best competitive in the market.

Skills and Experience:

• 8-10 Years of Experience in handling Construction or Mining Machineries or both.

• Should be compassionate for handling a large Team of Engineers and to create a most competitive and efficient Team.
• A positive attitude for customer service, analytical skill to resolve issues within a short time.
• Good knowledge of office tools and communications skill is a must.

Qualifications required:

Degree or Diploma in Mechanical / Electrical Engineering

Key competencies required for this role:

The market segments cover Tunnels & Hydroelectric Projects, Surface Quarry Limestone Mines. The incumbent therefore must be knowledgeable about Epiroc products/applications in these segments.

Customer Interaction and Service excellence.

People management skills to manage the diverse Team

Location:

India, Delhi

The last date of application will be 15 days from the date of posting.