Manager - Field Operations & Customer Success

Job Description

- Team Leadership:

·        Lead and manage a team of Key Account Managers, Pilots, and Field Engineers.

·        Provide training and support to improve the effectiveness of trainers.

·        Propose team allocation, relocation, promotion, or performance improvement plans to management as needed.

·        Coach and mentor team members and cross-functional team members.

·        Responsible for Recurring customer training program (Training Excellence and Optimization Strategy wrt Product, Process and People)

-Field Operation Management:

·        Ensure timely completion of trials, demos, training, ATP/commissioning, and servicing in compliance with delivery volumes and timelines.

·        Successfully complete field trials of large deals and potential revenue-generating demos.

·        Provide independent solutions for reliability failures during field operations.

·        Manage inventory for training, field operation, and servicing.

·        Develop and implement SOPs, work instructions, and best practices for customer support and success.

·        Maintain databases and analyse reports.

·        Collaborate with external teams such as channel partners, distributors, and service providers to manage field operation activities.

-International Business:

·        Establish organizational structure and resource management for field demos/trials in international markets.

·        Support pilots during international field operation activities.

·        Manage international inventory.

-Customer Success:

·        Engage continuously with customers and channel partners.

·        Maintain strong customer relationships and take ownership of customer success measured through NPS and other metrics.

·        Provide product and process feedback/input and ensure mechanisms are in place to relay inputs to development teams.

·        Improve partner efficiency and enhance quality.

-Cross-Functional Relationships:

·        Collaborate closely with sales, manufacturing, product management, R&D, quality, and finance teams to achieve success in field operation activities.

·        Establish and manage relationships with cross-functional teams.

·        Drive key initiatives for customer experience improvement through quality task force efficacy.

-Manage and supervise ad-hoc projects as assigned.

Education Qualification: BE in Aeronautical Engineering

Experience : 7-12 Years

Experience Mandatory in : Aviation, UAV, Aeronautics

Six sigma black belt certification must

Hands on exposure to Power BI and latest Analytical tools must to ensure data analytics like log files.

Should have experience with Power BI and other advanced analytical tools to effectively perform data analytics tasks such as analysing UAV flight log

Salary : 20-22 Lakhs

Skills