National Service Operations Manager- CTS
Job description
In order to bring our service operations to a highly professional, efficient and excellent level, CTS is looking for a dynamic, motivated and result oriented National Service Operations Manager.
Mission
Planning and review:'Work out the national targets for utilization, resource planning, capacity, costs, locations etc. Prepare annual service operations plan for the country; Periodically review the service scorecards and activity reports against the plan; Implement the operations plans; Present updates on the service KPIs, utilization, recruitment, trainings etc in monthly and quarterly zonal review meetings; Align the local operations plan with the Airpower's strategy.IN ORDER TO meet CTS operations objectives2. Monitoring Service Operations'Define and implement the planning strategy and service processes. Monitor forward planning is implemented and adapted by the zones for proactive servicing and reassessment audits by the service engineer; Ensure the leads generated through the pre assessment audits are passed on to the sales team; Follow-up on escalations of complex service interventions together with the Technical Support team; Ensure the people in the complete team all over the country are working in a safe and efficient way and control all parameters influencing thisIN ORDER TO to achieve timely, safe proactive servicing of equipment3. Customer SatisfactionMonitor the NPS scores of the country. Meet detractors to resolve issues; Create action plan on national level in order to convert the detractors to promoters on the longer run; Periodically meet customers to understand their overall experience with the organization and address issues with service delivery/ capability/ availability of spare parts, etc. Address issues like additional manpower requirements/ trainings/ availability of refurbishment elements/ availability of spare parts, etc with the correct priorities.4. Dealer Operations MonitoringReview the dealer's annual capacity plans and resource plans together with the zones; Review dealer spares and service business against off take, capacity, etc quarterly; Review the dealer NPS to identify issues with capacity, competence and process compliance; Provide inputs to resolve service issues through coaching and motivating dealersIN ORDER TO maximize operational excellence with our dealers5. People ManagementIdentify vacant positions and support recruitments for the zone; Conduct performance review and planning; Coach subordinates; Provide development and growth opportunities for identified talent; Work with the technical support team to drive and support training and competence development; Resolve escalated people issuesIN ORDER TO build a performance oriented culture and retain talent.6. Compliance with Corporate Guidelines- Follow in letter and spirit the Atlas Copco Vision, Mission and core values- Comply with the Atlas Copco Business Code of Conduct- Comply with the policies and procedures communicated from time to time- Perform any other tasks given by supervisor from time to time.IN ORDER TO enrich the Corporate Culture
Knowledge
Good administrative skills, Techno commercial acumen, Communication & presentation, Influencing skills, Coaching and mentoring, Good people management skills, Resourceful, IT skillsThorough understanding of service operations with proven track record of operational KPIs
Educational & Experience requirements
Diploma/Degree Engineer with 10 Yrs/ 7 Yrs relevant experience
Personality requirements
- Strong believe that there is always a better way of doing things.- Dynamic/ Enthusiastic / Mature.- Result Oriented
Country and city description
Bangladesh, Dhaka
Company presentation
Atlas Copco Bangladesh Ltd. is a Customer Centre within the Compressor Technique Business area, responsible for sales, marketing, & service of CNG Compressors. Atlas Copco Bangladesh Ltd, started its operation in Bangladesh in 2008
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