Manager - Service Operations

EZONE was founded with the aim of providing cutting edge solutions broadly classified into Fire Detection & Suppression Systems, Public Address & Voice Evacuation systems, Surveillance Systems, Access Control Devices, Intrusion Alarms, 24hr Central Monitoring Station, and Building Automation Systems. Special products that we also cater in specific solutions include; Solar Fence, Boom Barriers, Road blockers, Mantraps, Metal Detectors, etc., With more than 600 implementations and maintenance contracts across the nation, we are proud to be the vendor of choice for the leading lights of India.

Since our inception, in 2002, it has been our consistent endeavour with impeccable performance, contemporary gears and a notch higher with innovative products & solutions, without compromising on the quality, is what we stand by. It’s a complete power-package that gives us an edge over other competitive players in the field.

Partnering with best-in-class vendors to support us with reliable equipment and trained engineers, we set about building the requisite infrastructure to deliver quality solutions to our customers.

Today the philosophy of quality is very much alive and flows within our organization…. it’s because we care. We care about the solutions we provide, we care about our stakeholders, but most of all, we care about delivering real value to the people and companies that we do business with.

About the Role : The is responsible for overseeing and optimizing the delivery of services to customers, ensuring efficiency, effectiveness, and exceptional customer satisfaction. This role involves managing a team of service professionals, implementing and refining operational processes, and collaborating with various departments to enhance overall service delivery.

Responsibilities :

Team Leadership and Development :

Lead, motivate, and develop a high-performing service operations team.

Foster a positive and collaborative work environment to enhance team morale and productivity.

Conduct regular performance reviews, provide constructive feedback, and identify opportunities for skill development.

Operational Excellence :

Develop and implement streamlined operational processes to ensure efficient service delivery.

Monitor and analyse key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.

Continuously assess and enhance operational workflows to optimize resource utilization and reduce service delivery times.

Project management of ES works are significant to customer satisfaction. Make plans to plan and monitor and manage.

Customer Satisfaction :

Collaborate with customer support teams to understand customer needs and expectations.

Implement strategies to enhance customer satisfaction, loyalty, and retention.

Address escalated customer issues and work towards effective resolution.

Cross-Functional Collaboration :

Collaborate with other departments, including sales, Procurement & D&E, to ensure seamless integration of services.

Communicate effectively with internal stakeholders to provide insights into service performance and contribute to overall business strategy.

Resource Management :

Manage and allocate resources effectively to meet service demands.

Oversee inventory levels and ensure adequate stock of necessary resources to support service delivery.

Work closely with Purchase team to ensure timely and cost-effective procurement of necessary materials.

Quality Assurance :

Develop and implement quality assurance processes to maintain high standards of service delivery.

Conduct regular audits and assessments to identify opportunities for improvement and ensure compliance with industry standards.

Qualifications :

Engineering Graduate with min. 4+ years of experience in handling team of Service Professionals.

Experience in Field Service Industry

Strong decision-making skills to navigate complex situations.

Proactive approach to addressing customer issues and improving service delivery.

Familiar with the technology and tools used in Service Industry.

Understanding of budgeting and financial management related to service operations

Role involves travel to various client locations as well as our regional offices across pan India.

P.S. .