Field Service Executive

The Field Service Manager (FSM) is responsible for leading a team of field service technicians and authorized service centers to ensure high-quality customer care for consumer appliances. The role involves managing daily operations, maintaining customer satisfaction, ensuring compliance with safety standards, and fostering continuous improvement in service delivery.

Key Responsibilities:

• Team Management: Lead, mentor, and develop a team of field service technicians and authorized service centers.
• Monitor daily calls and engage in end-to-end (E2E) call closures with the service center team. Conduct regular performance reviews and provide constructive feedback.
• Evaluate and expand or replace authorized service centers as needed to meet business requirements.

Customer Satisfaction:

• Ensure timely and effective resolution of customer issues and complaints, maintaining turnaround time (TAT) in local and UC areas. Monitor customer feedback through Net Promoter Score (NPS) and implement strategies to improve satisfaction.

• Handle escalations, providing solutions to complex problems, and coordinate final closure with the call center team.

• Operational Efficiency: Develop and implement standard operating procedures for field service operations. Monitor service key performance indicators (KPIs) and metrics to ensure service levels are met.

• Optimize the use of resources, tools, and technology to enhance field service efficiency. Training and Development: Identify training needs and coordinate ongoing training programs for technicians.

• Keep the team updated with the latest product knowledge, service techniques, and industry trends.

• Inventory and Parts Management: Oversee inventory management to ensure the availability of necessary parts.

• Coordinate with supply chain and logistics to manage spare parts ordering and distribution.

• Monitor and audit minimum stock levels (MSL) on a weekly and monthly basis.

Compliance and Safety:

• Ensure all field service activities comply with company policies, safety regulations, and Philips standards. Timely report safety concerns raised by consumers for quality analysis and developments.
• Provide fast feedback reporting for newly launched products for quality analysis.

Reporting and Documentation:

Prepare regular reports on service activities, customer feedback, and team performance. Maintain accurate records of service jobs, parts used, and replacement products (RDN) at the service center. Regularly audit replaced consumer products and manage the scrapping activity with vendors monthly.

Trade Management:

• Permanent Journey Plan (PJP) visits in local and UC locations within the defined territory. Organize fortnightly and monthly face-to-face meetings with local and UC distributors, sharing minutes of meetings (MOM) with the team.

• Visit key retailers contributing 80% of overall business monthly and share updates with stakeholders.

• Attend monthly meetings with the sales team and share MOM with relevant stakeholders. Conduct joint visits with the sales team for business development and requirements. Inspect distributor and depot stock as requested by Key Account Managers (KAM).

Claim Management:

Audit weekly and monthly calls and claims. Ensure timely submission of approved claims in the system. Submit invoices promptly for purchase orders (PO) raised by Philips. Manage reimbursement disbursements as per Philips' cycle. Confirm monthly balances with service centers.