Key Responsibilities:

1. Field Service Network Enablement & Optimization:

• Regional Leader Collaboration: Act as a key enabler and partner for field service leaders across India, CAP countries, and Japan. Provide strategic guidance to ensure alignment on service delivery models, operational objectives, and performance goals.
• Best Practices Sharing: Facilitate the sharing of field service best practices, strategies, and digital tools between regions to drive operational improvements and consistency in service delivery.
• Annual Regional Conferences: Lead and coordinate annual meetings with field leaders across the regions to share updates on key projects, innovations, and address regional-specific challenges.

2. Key Project Leadership – Cost Optimization & Digital Transformation:

• Cost Optimization Initiatives: Lead cross-functional projects to drive cost reduction in field service operations, focusing on labor, service parts, logistics, and process efficiencies. Identify cost-saving opportunities and implement strategies to optimize field service operations without compromising quality.
• Digital Transformation: Spearhead the introduction of digital tools and solutions that streamline complex field operations. Work closely with IT and digital teams to implement new technologies such as AI, IoT, and data analytics tools that improve operational efficiency and reduce manual processes.
• Tool Enablement: Assess the operational needs of each region and drive the enablement of digital tools required for seamless field operations. Ensure that the right tools are deployed to support FSEs and back-office teams, including mobile applications, remote diagnostics, and real-time data analytics.

3. Field Service Process Optimization:

• Enablement Programs: Develop and deliver training programs for regional field service leaders and teams, focusing on new tools, technologies, and optimized service processes.
• Process Efficiency: Work closely with regional leaders to continuously improve field service processes by removing bottlenecks, automating workflows, and standardizing best practices.
• FSE Enablement: Ensure that FSEs have access to the right training, tools, and support needed to deliver efficient and high-quality services. Provide guidance on the use of digital tools to streamline their workflow and improve customer experience.

4. Repair Quality & Customer Experience Enablement:

• Service Quality Initiatives: Lead initiatives to reduce No Trouble Found (NTF) cases , repeat repair and improve repair quality. Develop strategies that can be piloted in India and scaled to other regions, using digital tools to aid in diagnostics and quality control.
• Customer Experience: Collaborate with regional leaders to improve the overall customer experience by enhancing field operations. Focus on ensuring that the integration of digital tools translates into better service response times, first-time fix rates, and customer satisfaction.

5. Cross-Regional Collaboration & Support:

• Strategic Support for Leaders: Provide ongoing strategic support to field service leaders across the regions. Engage in regular communication to discuss challenges, align on priorities, and drive initiatives that enhance operational performance and reduce costs.
• Cross-Regional Problem-Solving: Work closely with leaders in each region to solve operational challenges, especially in complex, high-growth markets like India and Japan, using digital solutions and cost-effective strategies.

6. Quarterly Business Reviews (QBRs) & Reporting:

• QBR Leadership: Lead and present Quarterly Business Reviews (QBRs) that evaluate the success of key projects, cost optimization efforts, and digital transformation initiatives. Use data from the regions to assess progress and refine strategies.
• Ad-hoc Reporting & Analysis: Provide detailed insights on key performance metrics and project status reports, using data from India, CAP countries, and Japan to drive informed decision-making.

7. Global Account Monitoring & Performance Alignment:

• Global Strategy Alignment: Ensure that regional field service operations align with global cost optimization, digital transformation, and performance targets.
• Performance Tracking: Track performance data across regions, identifying areas where digital tools or process improvements can drive better performance and cost savings. Propose actionable solutions and guide regional teams through implementation.

Qualifications & Skills:

Technical & Digital Skills:

• In-depth knowledge of field service operations, including cost optimization techniques, repair quality management, and service network optimization.
• Expertise in digital transformation tools and technologies for field service (e.g., IoT, mobile apps, AI, real-time analytics).
• Strong understanding of tools that enable operational efficiency in field services, such as CRM systems, remote diagnostics, and workforce management software.

Managerial & Leadership Skills:

• Proven experience in driving cost optimization projects and digital transformation in field service or similar environments.
• Ability to work cross-functionally with IT, operations, and field teams to implement digital tools and solutions.
• Excellent collaboration, communication, and leadership skills, particularly in a multi-regional, cross-cultural environment.

Experience & Education:

• Minimum of 15 years of experience in Contact center, field service management, Technical expertise on Client computing products, cost optimization, or digital transformation initiatives across the Asia Pacific region.
• Proven track record of successfully managing projects focused on digital enablement, service cost reduction, and technical process improvement.
• Diploma /Bachelor’s degree in Engineering, Technology, Business, or a related field. An MBA or advanced qualification in digital transformation is highly desirable.

Personal Attributes:

• Strong analytical and problem-solving skills to assess complex operational issues and provide actionable solutions.
• Proactive and results-oriented, with a focus on driving strategic initiatives to improve field service operations.
• Strong ability to navigate and influence multiple stakeholders across different regions, driving alignment on key initiatives.

Why Join Us?

• Be at the forefront of driving digital transformation and cost optimization within field service operations across one of the world’s most diverse and dynamic regions.
• Work with global leaders in field service operations to improve service delivery, increase efficiency, and enhance customer satisfaction.
• Influence the future of field service technology and operations, ensuring your innovations have a lasting impact.

Key Additions:

• Cost Optimization: Emphasized as a key area of responsibility, particularly through projects focused on reducing operational costs.
• Digital Transformation: The role now includes driving digital solutions such as IoT, AI, mobile apps, and real-time analytics to ease field operations.
• Tool Enablement: Clear focus on enabling the right tools and technologies to improve operational efficiencies.