Field Operations Specialist

Role Purpose::

• Handling the customers

• Ensure customer satisfaction

• Execution of projects and issue resolution

• Adhering to service SLA and resolutions on time

• Upscaling of existing customers

Responsibilities:

• Planning for installations and service

• Ensure quality work in installation and service

• Ensuring minimum bench time

• Use the bench time for other productive work which will improve the company revenue and image

• Proper coordination with the clients

• To be in regular touch with the existing customers and ensure they are kept excited throughout the year

- Ensure regular visit all the customers as may be required, even without complaints / service requirements

- Proactive actions to ensure trouble free operation of the platform, sending reports in identified cases, information to customers in case of down time etc.

- Ensure positive feed back from the customers, 90% of the customers should rate Ecolibrium high in the CSAT / NPS scores

- Identification of asset CBMs and Use Cases in existing customers to increase the revenue

- Identify additional opportunities for increase in nodes

- Identify competitors on the site and inform to the product team

• CBM, NZC, Sustainability etc. in existing customers to enhance the revenue

• Develop a strong bond with the different teams of the company like supply chain, sales, product etc. to ensure

Role Outline:

• Ownership of the existing customers and get involved in all actions to bring everything to logical conclusions

• Regular meetings with the customers to ascertain smooth operation of the platform

• Regular reports to customers, as many as possible, on the health of the platform as well as reasons for issues

• Discussions with customers to understand their pain points so that solutions can be designed

• Identify the product gaps and report to product teams so that additional revenue generation possible by plugging the gaps

• Keep a watch on the market and competition so that inputs can be given to the product team and management on market developments

• Support the sales team in developing additional business which help to generate additional revenue for the company

Skills and Experience:

• 5 - 7 years of experience

• Knowledge of data communication systems / processes and IoT gateways

• Basic Understanding of Energy Management / industrial processes / utility systems

• Knowledge of software platforms / BMS / Cloud architecture

• Knowledge of communication networking, establishing connectivity with various gateways, BMS, other platforms etc.