Job responsibility :-
Manage Regional Customer Installation & Repair (I&R) Customer Premises for Enterprise business across all Product with revenue of approx. 750+ crores.
Customer Premises Installation & Maintenance, Onsite & Walk in Repair & Retrieval of Customer Premise Equipment (CPE) for Mobility ,Corporate , SME & Nelco across Wireless ,Wireline, WiFi Networks across all regions.
Lead teams of Regional Field Services Managers, Off roll and Agency workforce responsible for Installation & Repair in the regions.
Planning, Strategy & Implementation to ensure KPI performance, Optimize costs & enhance service revenues of all BUs across all regions.
Training & Development of internal & external manpower.
Adherence to TRAI QOS , TL9000 , Internal/external audits.
The Key Areas of Responsibility are as under -
Responsible for Regional Installation & Repair Delivery Service at Customers premises of all Businesses across Wireline, WiFI Operation and Wireless Network in the regions.
Support/ Field Testing/ Participation for Planning at multiple levels internally and externally along with Technology teams thru HQ Verticals, I&Rs and Other BSO for Managing I&R operation.
Job involves complex External engagements with I&Rs, Agencies, 3rd Party Players, BSO's, Infra Service Providers, Local Govt and Statutory bodies etc. to improve Delivery and Resolution Cycle time and better SLA's and QOS with cost effective solutions.
Responsible for Customer interactions and ensuring effective and timely handling of customers requirements.
Responsible Customer Complaint Index & MTTR for Broadband, RWLN, ILL, PRI/BRI, Centrex, FTTB Customers
Responsible for Centralized Customer Fault Management : ILL, PRI, BB, WIFI
Ensure development of resource and service capabilities at regional levels by identifying training needs in terms of technical / behavioral competence as to equip them to handle customer complaints and execute I&R orders at customers premises effectively, on time.
Ensure Installation & Repair budget within approved / assigned limits.
Responsible for imparting Customer Education at Field to reduce queries, Calls at Call center and repeat complaints.
Provide inputs to M&L team for Material Forecast and Inventory management for Installs and repair.
Responsible for TRAI QoS Benchmark , Process Compliance
Responsible for periodical Audit and conduct check on Customer premises as per TRAI guidelines
Support & Solution on Field Constraints, Customer Escalation Management
Responsible for Improving Online Resolution & Reduce Field Complaints
Conduct Scheduled Audits on Customer Installation & Faults to improve Customer Experience & Reduction in Repeat Complaints
Coordinate with I&R agencies for Material Management, I&R Management, I&R Budget Control
General Areas of Responsibility :-
Third Party Management - Responsible for Managing I&Rs, agencies, 3rd Parties, BSOs infra service provider for service delivery and lease of infra-structure.
Off Roll Resources - Role definition, Selection, Productivity & Performance
Relationship Management - Develop and manage a strong alliance with internal/external stake-holders to improve the predictability of deliverable's better SLA and QOS readiness for new services and cost effective solution.
Compliance - Responsible for TRAI QoS Compliance for service delivery.
Process Improvement - Drive initiatives with Corporate IT to extend maximum automation and system based tools for the functions to reduce regional variance.
Quality Management - Manage Quality of Service and initiate Corrective Action and Service Improvement Plans as appropriate.
Cost Optimization - Implement Special Projects at regional level w.r.t. Integration and Improvement of processes for Cost Optimization
ESAT & CSAT
Working experience on Telecom & ISP Operation.
Experienced on Customer Interface for Installation & Repair. Enterprise, Carrier and Retail Customers .
Should have Product Knowledge of Non-Retail (Data) and Retails (Broadband & Voice).
Knowledge on Layer 1 Transmission Devices such as MUX & CPE for Voice, Data and Broadband.
Customer & Business Orientation.
Governance and Expertise on Multi I&R / Multi Skills.
Understanding of Regulatory and TRAI Compliance.