General Manager - CMD Service

Role Description:

As the CMD Services General Manager, you will be responsible for defining and driving the India CMD service vision and strategy. You will drive safe, efficient, and effective field execution through collaboration with cross-functional teams and APJ region center teams, aiming to achieve operational and financial goals while enhancing customer experience. You will be responsible for leading all functions and employees in the CMD service team. This position is a key role within the business, and is a crucial part of the CMD Leadership team.

Responsibilities:

• Build and maintain strong relationships with key customers, leading critical interactions to ensure satisfaction.
• Take ownership of customer issues, driving quick resolutions with the International Service Operations team.
• Lead process simplification and define CMD services strategy to boost efficiency, revenue, and customer experience.
• Align service operations with CMD commercial strategy through competitive analysis.
• Assess resource needs for business plans and advance team expertise with training.
• Implement operational growth initiatives focused on profitability, cost control, and process improvement.
• Measure service effectiveness via customer surveys and benchmarking, addressing improvement areas.
• Manage critical service metrics and the end-of-product-life strategy with global/local teams.
• Champion a collaborative environment to enhance customer experience and support growth.

Skills required, but not restricted to

• Strong business knowledge and problem solving experience, in field service. Understanding of drivers of services profitability.
• Strong customer focus
• Must demonstrate a complete understanding of quantitative/qualitative analysis.
• Ability to work within and to create effective matrix organizations
• Strong leadership skills with the ability to influence, must have a high level of personal credibility as a spokesperson for forecasting and customer advocate.
• Experience in leading large team (preferably 50+) and diverse product range.
• Excellent English interpersonal skills, both written and oral.

Minimum Requirements/Qualifications:

• Min 12-15 years of Technical service experience with demonstrated ability in leading a service team.
• Ability to build and maintain service processes and procedures, designed to increase customer satisfaction
• Ability to generate and maintain information to provide feedback on performance