zonal manager

Graduate with Technical Background & /Or Management
Degree
Qualification
2-5 years Preferable in Edtech Domain / Parallel Customer
Service Industry
Years of Experience
CANDIDATE APTITUDE AND SKILLS
Key Skills:
Critical Exposure
Top Criteria For Evaluation:
Good communication & presentation
Skills
Customer Service Management
Customer Service Spirit
An eye for detailing
Good domain knowledge
&
prior
experience of Smart Learn Class Company/
Products
Target for Search:
Able to drive and meet service delivery parameters
General Summary : A competent professional with
experience in the areas of Service Operations and
Customer Satisfaction with reputed organizations
Job Responsibilities:
• Responsible for driving service and new installation of Smart Classes as per company defined targets and
timelines
• Responsible for overall service management in the assigned region.
• Responsible to ensure TAT / SLAs are maintained / reduced in cost effective manner
• Managing and developing vendors for Installations
• Able to drive team of Service Engineers / Executives / SW and HW Engineers and monitoring their
performance on day to day basis to meet service delivery parameters
• Responsible for cost optimization.
• Responsible to ensure the hardware recoveries from school after service replacements by teams
• Maintains relationships with internal and external customers by providing support, information, and guidance
• Responsible for effective utilization of MIS System for call management and spares management.
• Ensures regions meet contractual commitments to customers (Schools and Others) and takes appropriate
corrective action to address deviations.
• Team mentoring and ensure lowest attrition rate
• Operational ability to analyze , find solutions and implement the same in interest of organization
• Responsible for managing escalations, customer problems
• Cross functional relationship management.
• Enable competency development and capability building within the Organization.
Internal
1

Internal
2