Amit Kumar Email & Phone Number

Field Service Delivery:KPI / SLA management (with ISPs and at own Service Offices)Selection, appointment and management of In-source staffTimely Installation and FRMonitoring of timely W/O schedulingFollow through process from arrival till activationETA and IMA calls and complaints.Quality of Installation and FRPolicy Process ComplianceEnsure that the organisation s processes and policies are adhered to.Provide regular input to keeping our processes in alignment with our service philosophy Easy Simple.Provide input to planning, training and quality as applicable.Customer SatisfactionEnsure that all necessary actions are taken based on the annual CSAT survey.Take quick action on input provided by the Central Quality and Process Improvement team (monthly trackerto correct processes and / or any undertake other tactical measures.People Management and DevelopmentSelect, Develop and Retain quality manpower (in-sourced manpower).Provide timely and necessary input to people on performance.Ensure that the KPIs and SLAs are understood and communicated to all individuals (such as ISP owners, coordinators, Team Leaders, Engineers and our in-sourced manpower).Maintain transparency in dealing with people and performance management.Productivity and Cost EffectivenessImprove productivity continuously (without compromising quality) and therefore, keep costs at optimum levels. (by having a constant watch over FRs, studying repeat WO and providing necessary inputs to the engineer and ensure continuous viewing for customer)