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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

– 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, …)


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


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