Key Responsibilities:

1. Mobile Service Operations Management

• Oversee daily operations of mobile service teams, ensuring adherence to service schedules, SLAs, and quality standards.
• Develop and refine processes for scheduling, routing, and dispatching field technicians to maximize efficiency and coverage.
• Monitor service requests from initiation to resolution, ensuring timely responses and consistent follow-up with clients.
• Coordinate with logistics and procurement to ensure mobile units are adequately stocked with necessary tools, parts, and supplies for on-site repairs.

2. Customer Relationship Management

• Build and maintain strong relationships with key B2B clients and ensure high satisfaction levels with mobile service delivery.
• Serve as an escalation point for complex or high-priority B2C customer issues, ensuring quick and satisfactory resolutions.
• Implement customer feedback mechanisms to identify opportunities for service improvements.
• Develop and deploy strategies to enhance customer retention and loyalty through personalized service experiences.

3. Quality Assurance and Compliance

• Establish quality benchmarks for mobile service delivery and conduct periodic audits to ensure consistency.
• Ensure that all mobile service activities comply with industry regulations, safety standards, and company policies.
• Track key service metrics (e.g., first-time fix rate, response times, and customer satisfaction scores) and implement improvements based on data insights.
• Oversee warranty claims and repair processes, ensuring accurate record-keeping and prompt service.

4. Team Leadership and Development

• Lead, coach, and develop a team of mobile service technicians, coordinators, and support staff.
• Establish and monitor team performance goals and provide regular feedback to drive continuous improvement.
• Develop and implement training programs to enhance field team skills in technical troubleshooting, customer service, and safety.
• Conduct regular performance evaluations and create career development plans for team members.

5. Financial and Resource Management

• Develop and manage the mobile service operations budget, focusing on cost efficiency without compromising service quality.
• Track and analyze operational expenses, identify cost-saving opportunities, and ensure budget compliance.
• Report on financial metrics related to mobile service revenue, repair costs, and operational efficiency.

6. Technology Integration and Data Analysis

• Leverage field service management software for efficient scheduling, real-time tracking, and performance monitoring.
• Use data analytics tools to gain insights into operational performance and customer service trends.
• Generate reports on service metrics, presenting actionable insights to senior management to guide strategic decisions.
• Continuously evaluate and integrate new technologies to enhance mobile service capabilities (e.g., remote diagnostics, GPS tracking).

7. Continuous Improvement

• Identify and implement process improvements in mobile service operations, aiming to increase efficiency and customer satisfaction.
• Collaborate with product and technical teams to provide feedback on recurring issues and customer needs, contributing to product quality improvements.
• Launch initiatives to improve first-time fix rates, reduce response times, and optimize route efficiency for mobile units.