Service Cluster Manager

Job Objective

The Service Cluster Manager will manage and optimize field service operations within an assigned cluster, ensuring seamless device performance and efficient issue resolution. This role focuses on overseeing field teams, managing EDC device servicing, and driving operational excellence through proactive engagement and process improvements.

Department: Field Service Operations

Reports To: Service Zonal Head

Key Responsibilities

Field Operations Management

• Supervise and coordinate all field service activities, ensuring timely and effective resolution of device-related issues.
• Oversee reactivation, replacement, and reverse pickups of EDC devices within the cluster.
• Ensure that all devices are functioning optimally, addressing any physical or operational issues promptly.
• Metrics: Reactivation turnaround time, Device replacement success rate, TAT compliance.

Merchant Relationship Management

• Engage directly with merchants to ensure their devices are operating smoothly and address service requirements such as reactivations, maintenance, or physical support needs.
• Monitor and improve merchant satisfaction through efficient field service delivery.
• Metrics: Merchant satisfaction rate (MSAT), On-time service resolution, Merchant retention rate.

Team Leadership and Coordination

• Lead and mentor a team of field service executives, ensuring adherence to operational standards and performance goals.
• Conduct regular team reviews, provide feedback, and facilitate training sessions to enhance field team capabilities.
• Metrics: Team productivity, SLA adherence, Feedback from team members.

Service Quality Assurance

• Conduct regular audits and inspections of service activities to maintain high operational standards.
• Collaborate with logistics and technical teams to streamline field processes and address challenges efficiently.
• Metrics: Audit compliance rate, Service quality improvement rate, Process efficiency metrics.

Performance Monitoring and Reporting

• Track service metrics, identify gaps, and implement corrective measures to improve field operations.
• Prepare detailed performance reports and share insights with the Zonal Head to guide strategic decisions.
• Metrics: Accuracy and timeliness of reports, Resolution rate improvement, Escalation resolution time.

Qualifications

• Bachelor's Degree in related field with preferred MBA
• 3-5 years of experience in field service roles, preferably involving EDC devices or similar equipment.
• Strong understanding of field operations, logistics, and device servicing.
• Excellent leadership and organizational skills with a track record of managing field teams effectively.
• Proficiency in CRM tools and reporting systems.

Preferred Skills

• Prior experience in managing field service teams for payment systems or point-of-sale devices.
• Expertise in process optimization and operational efficiency.
• Strong problem-solving skills and the ability to work under pressure in a field environment.

KRAs (Key Result Areas)

• Field Service Efficiency: Ensure timely resolution of all field service requests.
• Device Performance: Maintain high success rates for device reactivation and replacement.
• Merchant Retention: Foster strong relationships with merchants through effective on-site support.
• Team Productivity: Drive high performance within the field service team.
• Process Enhancements: Identify and implement improvements to field service operations