Senior Manager - Service Operations

Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world.We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives.A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don't meet every bullet point, we encourage you to apply and join us to create the extraordinary.

Job Description

To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a Senior Manager - Service Operations located in Mumbai.

What a typical day looks like:

• Directly responsible for Service Partner delivery performance, for both On-Site and Walk-In support.
• Responsible to device right service delivery process for On-Site support to achieve Customer KPIs (Key Process Indicators) by all Service Partners across the Country.
• Responsible for overall smooth functioning of Service Partners with right resources with Service Partners
• Ensure Service Partners audits are conducted periodically by leveraging the common field team as per PJP (Permanent Journey Plan)
• Responsible for timely review with RSE’s on KPI performance, escalations, implementation of corrective actions and monitoring the effectiveness of corrective actions.
• Coordinating with Field Teams and Service Partners to ensure Service readiness for Process & NPI (New Product Introduction)
• Provide field feedback on product quality to the Brand and ensuring necessary corrective actions are implemented as and when received from the Brand
• Responsible for network expansion plan based on Flex Customer requirement.
• Responsible for capacity planning at the Service partner level to make sure all calls are attended and closed as per the customer KPIs
• Interpersonal relationship is very important to connect with Regional Field team, Cross Functional teams like logistics, Finance, Program team to get things done
• Direct interface/SPOC for the Brand for the day to day operations and have an operations review cadence with the Brand and CFTs for a seamless operations
• Ensuring that Escalations and End Customer issues are sorted out in timely manner & Implementation of corrective actions for resolving the customer escalations
• Operations Governance, Continuous process improvement drive and E2E process oriented approach is key
• Responsible for Parts return from Service Partners to the Brand, both good & defectives
• P&L accountability is key
• Device Process controls to improve efficiency, productivity and make Zero leakage by all means
• Accountable to Service partner payouts and Service Partner Satisfaction

The experience we’re looking to add to our team:

• 15+ years of overall experience, 8 to 10 years from the similar domain.
• Core Experience in Managing PAN India Service Operations for Desktops/Laptops/Laser Printers/MFDs, CE Products through Channel Service Partners is key. Service Delivery for both On-Site and Walk in support.
• Excellent knowledge in Service delivery through Channel Partners
• Very good hands-on experience in handling IT Products, CE Products & Peripherals
• Strong analytical skills, Inter-personal relationship skills
• Strong team Player, able to manage large Channel team handling IT, CE Products
• Highly Process Orientated, driven approach
• Need to have good rapport with the Service Partners, internal Field Team and Brand
• Defining review cadence and act proactively
• A responsible, reliable, self-motivated Leader
• Willingness to travel
• Ability to drive & own the project profitability

What you will receive for the great work you provide 

• Health Insurance
• Paid Time off

#LP17

Job Category






OperationsFlex pays for all costs associated with the application, interview or offer process, a candidate will not be asked for any payment related to these costs.

Flex does not accept unsolicited resumes from headhunters, recruitment agencies or fee based recruitment services. Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. Flex does not discriminate in employment opportunities or practices based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status or any other status protected by law. Flex provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request to express interest in a position by e-mailing: accessibility@flex.com. Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within Flex will be reviewed at the e-mail address. Flex will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with Flex.